Casitsu Casino - Il giocatore dichiara che il pagamento è in ritardo.

I have already issued several messages I haven’t gotten any reply to by mail.

It is currently the 10th day of pending withdrawal. My account is verified, no bonus play. The only thing I am being told from support, which has been hard to reach, is that a reminder was issued to the finance department yesterday and today. Still nothing has happend.

I find it a bit concerning because of the rules in the terms and conditions which the casino is operating by says 3-7 working days for approval of withdrawals. All I have been told is to wait, and I have patiently been waiting.

Dear TheresaL,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear TheresaL,

Have you received your withdrawal from the casino yet?

It has been 14 days since I requested the withdrawal to my verified e-wallet. My account is also verified at the casino and I didn’t play with bonus/freespins.

The terms of conditions says 3-7days before withdrawal gets processed. It has been 7days over, and I am posting this complaint in hopes that the problem will get solved

I have tried to reach out but get the same message that the finance department is notified and will get back to me on email, which they have not.

Correction:

First withdrawal request was made on the 12th of april, but told I had to request a new one by e-wallet, which I did on the 14th. It’s been 15 days in total today.

It went through today.

Do I understand correctly that you have received your winnings?

Yes. Finally.

Dear TheresaL,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru