PlayWorld Casino JP - Гравець вважає, що виникла затримка із виведенням коштів

Dear Casino Guru team,

I am submitting this complaint regarding a withdrawal issue I am experiencing with Play World Casino.

On July 2nd, I submitted a withdrawal request of $400 via Vega Wallet. My KYC is fully verified, and I have had over 20 successful withdrawals in the past without incident. However, this particular withdrawal has now been delayed for more than 5 days, with no meaningful update or resolution provided.

The casino’s support team repeatedly states that the delay is due to an unspecified issue with their payment system and that the "system is under temporary maintenance." However, I find this explanation highly questionable for the following reasons:

I personally confirmed that I was still able to make deposits using Vega Wallet after July 2nd, indicating that the payment system was functioning at least partially.

When I asked whether all Vega Wallet users are facing the same issue, no clear answer was given. This raises the concern that this may be a selective or targeted delay, possibly due to the fact that this withdrawal would put me in overall profit.

I was repeatedly told that a Japanese-speaking manager would respond "within the day." While I did receive one email, it merely repeated the same scripted explanations as the live chat, without offering any sincere or practical resolution.

In addition:

I have documented all chats, email correspondence, and transaction records, including a statement from support assuring me that "withdrawals will always be reflected eventually."

Despite repeated contact through both email and live chat, the casino has failed to provide any tangible progress or timeframe for the withdrawal.

This experience has caused me significant distress and has completely eroded my trust in the platform. I am now concerned that this may be part of a broader pattern, as I have also been in touch with other users facing similar withdrawal delays from Play World Casino.

I kindly request that Casino Guru investigate this matter and assist in ensuring that my withdrawal is processed promptly. If needed, I am prepared to provide all relevant documentation and screenshots.

Thank you for your attention and support.

Sincerely,

S. S.

Japan

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your response.

It has now been 10 days since I submitted my withdrawal request, yet there has been no progress at all.

I have not received any reply from the manager via email, and the live chat only repeats the explanation of "system maintenance" without providing any further details.

This behavior is clearly unnatural.

As I mentioned previously, I have made several dozen deposits in total.

Until now, no withdrawal has ever taken more than two days.

This is also the first time my total withdrawals would exceed my total deposits, so I suspect the process is being intentionally halted.

I would appreciate it if you could initiate an investigation into this matter.

Thank you in advance for your assistance.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Dominika,

There has been absolutely no progress.

The situation remains exactly as I previously explained.

I have not received the funds,

the chat support continues to repeat "system delays,"

and I have not received any response to my emails.

I would truly appreciate your assistance in this matter.

Thank you very much in advance.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

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

Could you please confirm whether your withdrawal is still pending in your casino account?

Has the casino provided any estimated timeframe for when the issue might be resolved?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Dear Dominika,

Thank you for your message.

Please find below the answers to your questions:

1. I did not have an active bonus at the time I accumulated my winnings.

2. My withdrawal status is currently shown as "processing" in my casino account.

3. The casino has not provided any estimated timeframe for when the issue might be resolved.

4. I will upload the relevant screenshots and chat/email transcripts directly here on this page shortly.

Thank you very much for your assistance.

I sincerely hope this matter can be resolved with your support.

Dear player, have you received the money?

Dear Dominika,

Thank you for your follow-up.

As of now, my withdrawal is still marked as "Pending" in the casino system. I have not received any funds since my withdrawal request on July 2nd.

Please let me know if you need any additional information. I truly appreciate your continued support in resolving this matter.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi ([email protected]) 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.

Dear Romi,

Thank you very much for taking over my case.

Unfortunately, the casino continues to give the same vague explanation — "system maintenance" — without providing any meaningful updates or a clear timeframe. I feel that they are taking advantage of the fact that I, as a player, have very limited options.

I would be truly grateful for any assistance you can provide. I sincerely hope you can help move this matter forward.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear PlayWorld Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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 user,

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.

The casino can reopen this complaint anytime.

Best regards,

Romi