Surge Casino – generel debat (side 2)

When I tried to withdrawal the first 3 times they remained as status new then all 3 got rejected due to bet checking still waiting for a email to say it’s been resolved it’s been 7 days

I took a brief look at the casino review and players' experiences, and to me it seems you're not alone in this. Delay may happen, and checks may be involved, but from your description it looks like there have been no other things influencing the ability to withdraw, so I guess the casino should find a way to pay you as soon as possible.

I wonder, would you be interested in lodging a free complaint request regarding delayed payment?

https://casino.guru/complaints/create 👈

More complaints help my colleagues keep up with what's been happening in casinos and it's all focused on resolving each situation.

What do you think? Are you interested in lodging one?

Been delayed my 3000 withdrawl for 13 days now, still sitting on new. Customer service and "VIP managee" are no help. Ive withdrawn 4 times before and now it seems like im just being delayed. Usually only took 3 days. Very frustrating

Oh, I see. Frustrating indeed. I wish I could say something meaningful, but after what I shared just yesterday. Well, I'd say the casino has been generally delayed with more payouts. Not sure about the cause though.

Care to lodge a complaint like the other players did? It's completely free, so I guess it's worth trying.

Take a look, please: https://casino.guru/complaints/create

Hi

i have $3300 won in surge casino. I won from a deposit of $200

they will not process it or look at it.

they said the processed the $300 but it never reached my bank a/c

it has been over a month

now they have taken $18 out of the account for some random bonus I’ve never asked for or used

can someone please help me

the withdrawals for $3000 have been down as new for a month

all they keep saying is they are busy

Hi, I'm glad the complaint has been requested because your description makes it unclear what generally happened to the money, especially the bonus that you said you had not taken, which feels a bit off too. I understand it must be confusing. $300 is missing, even though it looks paid on the other side, while $3000 has been waiting for over a month.

Do you have any screenshot of the conversation with the support or an email containing the transaction ID? Both would greatly help the mediator, so please don't hesitate to upload all you have to the complaint. The mediators will surely try to help.

I have some emails and photos

but trying to talk to surge yesterday and today they just cut me off

no contact with them now whatsoever

they just end the chats and ignore the emails

Yes, thank you. I cannot see anything from the casino's side, though, so there is not much to conclude, I'm afraid. I still don't get the part with the bonbus very well either so some help from casino would be much appreciated.

In any case, please forward this to the complaint. 🙏

I am fully verified on this casino and I have tried to make a withdrawal but my withdrawal limit is $0.01. I have never made a withdrawal before. Support says they are performing checks? Which I don’t understand as I’m fully verified

Being fully verified doesn’t necessarily mean all checks of your gameplay have been completed. However, a $0.01 withdrawal limit effectively prevents you from withdrawing, so the casino should explain what it is checking and when it expects to finish.

I found your earlier complaint from March describing the same restriction. Is this still the same $1,000 withdrawal issue, or did that get resolved and you’re now facing a new one?

That complaint was closed because our team didn’t receive your replies, rather than because the casino’s actions were found justified. If the original issue remains unresolved, you can request to reopen it and provide an update so our team can assess the current situation.

No, that issue was never resolved I ended up playing the winnings. I have emailed the casino and they have given no time frame as to when these checks will be completed.

these are screenshots of the limit and the email from support

That clarifies what happened to the earlier winnings. Playing them away means they are no longer an outstanding balance, although it doesn’t explain why the restriction remained.

Your screenshots show an attempted A$2,700 withdrawal blocked by the A$0.01 limit. The email confirms that compliance is checking your bets, but gives no completion estimate.

How long has this current A$2,700 been waiting, and has the limit remained unchanged since March, or was it lifted and then reapplied? For now, I’d leave these funds untouched while seeking payment, so the same situation doesn’t repeat itself.

The limit has not changed since march, I feel as though they only pay out to selected players as there is a lot of people that promote this casino

If the A$0.01 limit has remained unchanged since March, this goes well beyond a short delay while checking your latest winnings. I understand why that has damaged your trust. However, promotional activity alone doesn’t establish that they only pay selected players.

You can request to reopen your earlier complaint, explaining that the restriction never ended, the original winnings were played away, and you now have A$2,700 you cannot withdraw. Our team can then assess how to proceed with the current issue. Please respond to any follow-up questions so they can continue reviewing it.

I have won some $ on surge casino from a bonus code that was put on social media. I have wagered the bonus and it says the balance is withdrawable. Do I have to have one lifetime deposit before being able to withdraw?

That is a good question. Since you used a bonus, it would be helpful to know exactly which bonus it was and whether its terms state that a deposit is required either before using it or after completing the wagering requirements.

From what you described, you have already completed the wagering and your balance is now shown as withdrawable. I would therefore ask the casino’s live chat whether you really need to make a deposit before withdrawing these winnings and, if so, which specific term requires it.

That should be the quickest and most reliable way to clarify the situation. I would confirm the requirement with them before depositing anything.

Thanks for your reply!

The bonus was from a promotional code shared on Dicey Ninjas’ Instagram story. I entered the code, received the bonus funds and completed all the wagering requirements. My balance now shows as withdrawable.

I contacted Surge Casino’s live chat to ask whether I needed to make at least one lifetime deposit before withdrawing. Rather than giving me a straightforward answer, they referred me to clauses 8.2 and 8.4 of their withdrawal terms.

Clause 8.2 discusses withdrawal commissions and the requirement to wager a deposit at least once, while clause 8.4 states that withdrawals must generally be made using the original payment method used to deposit.

There also seems to be a contradiction with their payment methods. Surge allows me to deposit using Visa, but when it comes to withdrawing, Visa isn’t available as an option. I’m only being offered Bitcoin or USDT.

The problem is that I’ve never made a deposit in the first place, as these winnings came entirely from a promotional bonus.

I’m basically left wondering whether I need to deposit my own money before I can withdraw winnings that are already showing as withdrawable, and why their terms refer to using the original deposit method when that method isn’t even available for withdrawals.

Thanks for sharing the clauses. Looking at them, I don't actually see anything saying that you must make a deposit before you're allowed to withdraw.

Clause 8.2 is mainly about withdrawal fees if a deposit hasn't been wagered at least once, so I would think about it if you would withdraw your money, while 8.4 says withdrawals should normally go back to the payment method used to fund the account. It also says the casino may allow a different withdrawal method, subject to additional checks.

The unusual part in your case is that you never made a deposit at all, so there is no original payment method to return the funds to.

I would ask support to clarify one thing very specifically: which withdrawal method can you use if the account was never funded by a deposit?

If they tell you that you need to make a small deposit first in order to establish a payment method, ask them to confirm which method you should use and that the same method will then be available for the withdrawal. If you don't want to use crypto, I'd also ask whether there is any fiat option they can offer instead.