Savanna Wins Casino - Výběr hráče byl zpožděn.

I opened my account in July this year and I have deposited around £1500 in total. I’ve successfully passed account verification. I requested a withdraw of £250 on the 29th August and it was in my bank account in just over 2 days which was great. I deposited £250 on the 7th October and won £1000. I requested a withdraw of £1000 via the same method and to the same account as the successful £250 withdrawal and I’m yet to receive it. I’ve asked for an update 3 times on live chat I and keep getting generic answers like it’s going through a process and I need to be patient. It’s still showing as ‘in progress’ in my account which it has since the day I requested the withdraw. I won the £1000 from my own deposited money, not bonus and I played live blackjack and roulette. I have played with bonuses on this site previously but not during the £250-£1000 in question. Really not sure what else there is to do? I’ve seen an almost identical situation on here too but mine is slightly different as I’ve already passed verification and successfully withdrawn. They say payment could take 7-21 working days including bank delays but I’m yet to see any evidence they’ve sent the money. Any advice here would be great. Thanks.

Dear Gb123,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the communication between you and the casino customer support regarding the delay in your payment? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Am I correct in understanding that you played only live roulette and blackjack with the £250 deposit you made on 7th October?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I’m still no further forward with this. It won’t let me upload screenshots for some reason so I’ve emailed them. And yes I only played live blackjack and roulette with the deposited 250 - no bonuses were activated or used. I’ve waited the advised time and again on live chat I was just told to be patient. With the casino not holding a valid license I worry for what my options are now.

update - just logged in and they've cancelled my withdraw and the £1000 is back on my balance without any word!

Thank you very much, Gb123, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Savanna Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Gb123, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Savanna Wins Casino outside this complaint thread and let you know any new information once I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Gb123, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Savanna Wins Casino received a ‘2 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.