So basically I won money fair at oldhavana.com my max cashout was 1900

they took out the money for bonus and then I was left with 1641 and this was November 6th it is now December 25th and I just keep. Getting the run around abt payment provider garbage they don’t know when the next batch of payments will be sent and it’s really aggrevating me badly to the point I want to extensively report them to somebody and I’m even thinkining abt taking it further than casino guru if I don’t get paid soon if u need more information or screenshots I can provide thanks !

Dear rossre3030, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Please send me a screenshot or link to the bonus you played with.

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. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Don’t have a link to the bonus but I passed verification and all that so we’re good as far as bonus goes and yes I have had a successful withdrawl here before that took 20 days but never almost 2. Months and I have of course passed kyc

Thank you very much, rossre3030, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear rossre3030,

I’ve reviewed your case and I’m sorry to hear about the difficulties you’re facing with the withdrawal process. I’ll reach out to the casino to see how we can resolve this.

Dear Old Havana Casino,

I’d like to bring you into this discussion to help address the player’s complaint. Could you provide more details about the case? Specifically, what is the current status of the player’s withdrawal request, and when can they expect it to be processed on your end?

I look forward to your response. If you have any supporting evidence, please feel free to email it to me at [email protected].

Best regards,

Natalia

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 rossre3030, I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia