Bitsler Casino - A retirada do jogador está atrasada.

sMy withdrawal was delayed for no reason. Their website often advertises instant withdrawals. I played with them a few times before and there was no problem. Later, I withdrew 522USDT and the withdrawal was delayed for 6 hours. The last withdrawal of 247USDT was delayed for no reason. Support did not explain any reason to me. I have completed all KYC and there are no restrictions or issues with my account



Dear xyq1314,

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,

Kristina

Dear Kristina,

Thank you for your initial response and for your guidance regarding the expected waiting period before further action is taken. I am now writing to formally notify you that 14 days have passed since I requested the withdrawal of 247USDT, and I have still not received the funds in my wallet.

To recap:

I am a verified user.

All KYC processes have been fully completed and accepted by the casino prior to this withdrawal.

My account has no active restrictions or violations.

I previously made successful withdrawals with the same account and wallet without any issues.

The casino repeatedly advertises "instant withdrawals" on their platform, which makes this prolonged delay particularly concerning.

I contacted the casino’s support multiple times but have not received any specific explanation for the delay.

This situation has now escalated beyond a reasonable timeframe, and I kindly request your immediate intervention to help resolve the issue. I am prepared to provide any supporting documents, screenshots, or wallet logs that may assist your investigation.

I appreciate your time and look forward to your prompt assistance.

Best regards

Thank you for your reply, xyq1314. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly you made the last successful withdrawal?
• What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Could you please clarify when exactly you made the last successful withdrawal?

April,22,2025 successful withdraw 522USDT

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Status is On hold,Withdrawals are delayed

Did you accumulate your winnings with or without an active bonus?

No,I have not used any bonuses or offers

Below is a screenshot of my withdrawal history

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear xyq1314,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

dear Kristina;

My withdraw time is over 1 month,Bitsler still reply perfunctory message!!!

below is screenshot

Thank you very much, xyq1314, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, xyq1314!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Thank you for your help. Bitsler allowed me to withdraw money again after seeing the complaint. Now the problem has been solved

Dear xyq1314,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru