Complaint #6 Sushi Casino

Request for Assistance Regarding Withdrawal Delays

By benjo1991

1 year ago

Hello,

After winning at SushiCasino, I have encountered issues while trying to withdraw my money.

I am fully verified and did not use any bonuses. I informed that I have a gambling problem and requested my account to be closed for gameplay until the withdrawals are processed, to prevent me from losing the funds. Following this, my account was completely blocked, which was fine by me. However, I was unable to verify my cryptocurrency wallet.

Together, we went through the verification process with my bank account, and after successful verification, my account was temporarily unlocked to allow me to submit multiple withdrawal requests. I was told that the team would do their best to process the withdrawals within 72 hours.

I waited patiently, and after 7 days following my first withdrawal request, one payment was processed. I assumed that additional withdrawals would be processed on every business day, given the small withdrawal limits in place. However, after following up again, only one more withdrawal was completed.

The total amount of my winnings is approximately €6,780, with withdrawal requests of €1,000 each (6 requests of €1,000 and one request of €780). So far, only two payments have been made.

It has now been two weeks since my first withdrawal request, and this situation is unacceptable. Having to chase after my own money is something I wouldn’t expect from a reputable casino.
My last contact in live chat is not going smoothly, which is why I need help.

Could you please assist me with this?

Disputed Casino Sushi Casino

Reason Delayed payment

Amount €6780

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

benjo1991

1 year ago

Thank you for your support. I confirm the complete disbursement of my balance.

Sushi Casino

• Representative

1 year ago

Dear AskGamblers Team,

We are happy that we have the opportunity to give you a proper response!

First and foremost, as indicated in the initial complaint, we have closed the account as per responsible gaming and facilitated the account verification via e-mail for his safety and security. The account was subsequently reopened specifically to allow the submission of withdrawal requests, which would then be processed in the order they were received.

Secondly, we would like to mention a key point in this case. In line with our Terms & Conditions, each withdrawal request undergoes review within a 72-hour business period from the time of submission. Additionally, as part of our security measures, withdrawals are not processed over weekends, and daily limits apply: €1,000 per day, €5,000 per week, and €20,000 per month for each

At last, we are pleased to inform you that all the withdrawals were checked and approved by our payments team and all the winnings should be on their way to the customer's bank account or already in it.

Best regards,
SushiCasino Team

AskGamblers

• Support Team

1 year ago

Dear Sushi Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Sushi Casino Complaint Stats

Resolved 12 / 12

Avg. Amount $1,286

Avg. Complaint Duration 4 days

Avg. Response Time 1 day

Sushi Casino Complaints

See all complaints for this casino

Delayed payments long wait

This casino is a joke. They are holding payouts and do everything to keep the withdrawals. I won intotal 1500 but did not know about their payout limit. They just told me the limit is 600 daily for payouts. I had to cancel the 1000 withdrawal request. But now having issue loggin in the site again. So far I have 500 pending withdrawal on day 3 of the 72 hrs waiting period, and 1000 sitting in the account. Please help me recover these amount.

Resolved

€1,500

Withdraws

I played at sushi casino. It was a good game, good rtp, customer service was nice. Sunday 10/8 I made my first withdrawal of 700 euros because you can't withdraw more then they said you are verified. Tuesday 12/8 they canceled my withdrawal they said you have to verify again. Take a picture with you in your hand so that the elbow is visible. I did it and they said you are verified.

It was a bit tricky of them because they said you are verified, it was a tough KYC profile but customer service helped me.

Yes, make a withdrawal again 700 euros for them you said not to make more withdrawals because it must be approved. They said it will take 72 inches again to approve the withdrawal. Today is the 3rd day and now when I ask them they say it will take 7 days according to the terms.

My winnings are 2700 euros. Are they expecting me to gamble away my winnings?

Now my question is what should I do?

I need help

Resolved

€2,700

Sushi Casino Delayed Withdrawal

My withdrawal request @sushicasino has been in process for more than 4 days now. Its not the payment process but withdrawal process itself that is delayed, so its not delayed by banks or such for the payment method i chose, but by sushi casinos finance and withdraw department. I had one successful withdrawal from sushi casino about 6 months ago, but even that was delayed for nearly 2 months, asking for documents that i provided and after several attempts of withdrawals i got the first withdraw through. I have contacted support twice after their so promised "72 Hours" maximum withdrawal processing time had passed and they only reply that my withdrawal request is being processed "dilligently" and they understand my frustration ( probably automated message).
Withdrawal amount is: 20€

Resolved

€20

Withdraw time

Hello, AskGamblers!

I have withdrawn my funds 185e, but my withdrawal has not been completed for 4 days. Live chat can not answer its date.

Please make my withdrawal Sushicasino. Normally, the withdrawal is completed within 3 business days /72 hours, but it has passed within this period.

The account is verified. I have sent banking documents Danske bank. I have deposit and withdraw earlier. I don't have problems with Sushi casino. Only ask my withdrawal.

Please help me.

Resolved

€185

Unacceptable withdrawal speed and process please avoid casino

It has been a nightmare dealing with this casino from the start. I verified my account and it was accepted only to have my withdrawal cancelled due to "non verification." I attempted to re-verify and was told my document was unacceptable although it met all criteria. Later this document was accepted when questioned.

Now being verified they take 7+ days to process single withdrawals. I have been waiting 7 days for the latest withdrawal. They also do not let you submit multiple withdrawals to be processed on consecutive days (as they have a $1,000 per day limit, which is a joke in itself). So I wait 7+ days for one withdrawal just to submit the request for the next.

This is unacceptable, fast enough to accept any amount of deposit, they need to get their act together with withdrawals.

Highly recommend avoiding this casino like the plague, take my advice.

Resolved

Maximum days for withdrawal per their terms passed

Hello! I made a withdrawal request on October 24th. It has now been 7 business days, the maximum allowed for a withdrawal per their terms.

I have contacted their live chat, and they just respond using the same scripted responses.

Resolved

$1,000

Withdrawal delayed at Sushi casino

My withdrawal is late at sushi casino. I have withdrawn from them twice before (and to be clear, I am fully verified). The first time everything went well without problems if memory serves. The second time my withdrawal was severely delayed but they said it was due to technical issues and it wouldn't happen again. Foolishly, I believed them and now the withdrawal is late yet again. The 72 hour period for processing withdrawals has long passed (we are into the 4th business day now) and the withdrawal is still pending. It would be one thing if the withdrawal was approved amd it was just a matter of the payment processors. But it is still in the pending stage. The agents are utterly unhelpful. They just keep saying my "request has been forwarded" but nothing happens despite them saying it will be processed "soon". What's also frustrating is that during one of my chats I explicitly asked the agent, Darcy, whether my withdrawal was on track to be processed by last night, and the agent said yes. The transcript of that conversation is available as a screenshot. I have also screenshot the last conversation I had and it was utterly unhelpful. The agent would not give me a timeline for resolution and this is just frustrating. I'm tired of hearing platitudes and copied and pasted messages while nothing is happening. I just want Sushi casino to process my withdrawal. The amount in dispute is $700.

Resolved

$700

Withdrawal pending and then cancelled for no real reason

Hello AskGamblers!

I have withdrawn my funds 661e, but my withdrawal has not been completed for 4 days. When I asked the customer live service, they said it will be completed. They can not answer date it.

Please make my withdrawal. Normally, the withdrawal is completed within 3 business days /72 hours, but it has passed within this period. What happenes next my withdraw was canceled. No reason. I have made it again.

Account is verified. I will show evidence.

I have seen similiar cases Internet. I am very worry about my funds. I ask Sushicasino handle my 661e withdraw and stop playing games.

Please help me Askgamblers my situation was impossible.

Resolved

€661

Withdrawal pending over 5 days

Fully verified. Had the account almost a year. Yet again with a withdrawal am having a nightmare.

Terms state 72 hours for processing. Their email auto reply states 72 hours. Its been over 5 days. Copy and paste responses from email and chat. Chased numerous times on both email and chat.

The amount is €240.

Please help mediate

Resolved

€240

Withdrawal not processed for 12 days

Hello,

On August 21, I ordered a withdrawal of funds and on the same day I passed verification on the casino website. On August 27 (after 6 days) the withdrawal was rejected without giving a reason. I asked about it on live chat and got a response that I still had to send a selfie with the ID Card for verification showing the elbow holding the document. I did this and for a few hours I asked on chat if the document had been verified and got a response that it had been verified.

On August 27, I ordered another withdrawal and it has not been processed to this day. The casino regulations state that withdrawals are processed within 72 hours. At this point, it has been over 100 hours for me and including the weekend, it has been 148 hours. It has been 12 days since the first withdrawal attempt and I still have not received the funds from the casino.

No one is able to help me on live chat, all I get is a response that the finance department has a lot of work and that I should wait. The casino does not respond to emails. I am asking AskGamblers for help with this matter, because 12 days of waiting is not normal and the casino has a shorter withdrawal processing time in its rules. I would appreciate your help, best regards.

Resolved

€200