SunnyBet Casino - Игрок считает, что вывод его средств задерживается.

Hello Casino Guru Team,

I have a balance of R62,707.40 on SunnyBet.cc / winzo27.cc but I am unable to withdraw it.

Timeline:

1. I requested withdrawals of R60,000, R15,000, and R14,000 on 24 July 2026. All were REJECTED with no reason given.

2. I contacted VIP Customer Service. They told me "The platform has no limit on withdrawal amounts. You can withdraw the entire amount. Withdrawal arrives within 30 minutes."

3. After I complained, support said I am "VIP3" and finance must "modify my withdrawal account".

4. They then gave me instructions to do a "3-step withdrawal test":

Step 1: Withdraw R50

Step 2: Withdraw R380

Step 3: Withdraw Full Amount

They threatened "risk control measures" and "decrease in credit score" if I don't follow.

5. I did Step 1: R50. Status is "Pending Payment" for 24h+. I have NOT done Step 2 because it seems like a scam.

Evidence attached:

- Screenshot of balance: R62,707.40

- Screenshot of withdrawal history showing multiple rejections and only R50 pending

- Screenshot of live chat where support says "no limit" but then demands "R50, then R380, then Full"

I believe this casino is using delay tactics and fake rules to avoid paying my winnings.

I have completed KYC and used my own bank account ending 9812.

I am requesting:

1. Full withdrawal of R62,707.40 to my bank account

2. Or an explanation with proof why my winnings are being blocked

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear Kenotshi,

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 Kenotshi,

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 Kenotshi,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru