I deposited ￡2500, got up to ￡2800, withdrew it and then received an email saying the withdrawal was unsuccessful. They asked for more info (IBAN, Swift etc) and they replied saying I would receive my money in 5-10 days. Here we are a month later and it’s still not arrived and their customer service is silent.

Dear Stevewoow,

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?

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

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,

Kristina

Yes. It was a straight win, no bonuses and I completed the verification process. This was my first attempted withdrawal

Thank you for your reply, Stevewoow. Could you please advise us on the current status of your withdrawal request? Is it marked as unprocessed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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.

The case has hit and based upon the fact I’ve just had then cut off multiple chats with customer advises I suspect my money is long since gone and stolen. I will send all emails and chats over.

The case has not been resolved…..

I’m very sorry but you haven’t provided the information I requested. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hi. I’ve been moving house so chaotic. I’ll email everything today

Thank you very much, Stevewoow, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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.  

Hello, Stevewoow!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

It wouldn’t be unresolved, it would be further proof that a crime has been committed.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team