Pelican Casino - 賞金の出金が遅延しています。

They say that I broke a rule and that's why they confiscated all my earnings.

Ellos dice. Que yo hice falta a una norma y por eso decomisaron toda mi ganancia

Dear jenniferfredericv,

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


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.

Dear jenniferfredericv, I checked the bonus terms and I found this:

The maximum bet available when wagering a bonus is 5 USD / 5 EUR / 20 PLN, in case of violation of this rule, the bonus and all winnings will be canceled. Buying a bonus and freespins in the slot also counts as a bet. If your bet exceeds this amount, the bonus and winnings will be canceled.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

I was already playing

my profit

Yo ya estaba jugando

mi ganancia

Dear jenniferfredericv, kindly request the casino to send you the game history in Excel format. Without this information, we cannot proceed further.

I know I'll ask for it

Yo sé lo pediré

I copied it to the email where I requested the information.

La copié en el correo donde pedí la información

You have contacted them. I sent them a request for the document and attached it to your email. They have not responded.

Ustedes se han comunicado con ellos yo mande a pedir el documento y la adjunte a usted al correo no me han respondido