Registered in mid-September, withdrawal pending for more than 2 months after withdrawal application on September 29th.

During that time, I asked the support many times about withdrawals, but they kept saying, "I can't respond with live chat, wait for the department to process it."

After that, I received an email telling me to withdraw money because the casino Octagon will be closed on December 21st, and when I told them to withdraw immediately via live chat, the same sentence remained pending.

Even if I asked if they would withdraw money before closing, they just kept waiting for the review.

Also, during that time, there was no email from the department in charge.

I am complaining because I have been waiting for more than 2 months while it is under review and it is closed, and the support does not respond properly.

Dear waki,

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. Do I understand correctly that this was your first withdrawal attempt? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Lastly, could you please post here a link to the casino's website?

Thank you very much in advance for your reply.

Best regards,

Kristina

I understand.

I pass kyc.

I won the prize.

https://casino-octagon.com/#/lobby

Thank you very much for your reply, waki. Could you please clarify if you currently have access to your account? Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

You can access your account.

We have also received a notice that we will be closed on December 21st.

there is no time.

And just the other day, I was suddenly told that withdrawals could not be made with Vega Wallet, so I canceled it.

It is a form that buys time.

Thank you very much, waki, for your cooperation. I will now transfer your complaint to my colleague Andrej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear waki,

I’m sorry to hear about your negative experience with Casino Octagon. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite the representatives of Casino Octagon to join this conversation and participate in the resolution of this complaint.

I understand. The site disappeared today.

I was able to escape completely on hold.

Dear waki,

Could you please rephrase the last sentence from your most recent reply? I’m not certain if the translation feature on our website translated that part correctly.

I'm sorry.

The site was closed without any communication from the department in charge.

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 waki,

Thank you for your reply. Please note that earlier today we received an e-mail from the casino representative who informed us that the remaining balance of your gaming account had been sent to your account. Could you please let us know if the funds have been received? Thank you in advance for your reply.

Dear Andrej

I have not received an email, but I have confirmed that $8000 has been deposited.

Thank you for your mediation.

Thank you, waki, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, www.kpvfaw.com