I met the criteria and was awarded a $70 social media bonus. You had to reach $700 and could withdraw $488. I got it to over $1000 and withdrew and forfeited the balance. I have still not received the money. The payment is saying it’s completed. I have asked numerous times and they won’t give proof of transfer and they just keep saying they have reached the limit of what they can do in this situation.

Dear melhope81,

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.

Thank you so much for the speedy response Nick. I guess I am just concerned because originally they said it was processed and money has been transferred to me. Then it went to their bank is having issues, then it was they reached the limit on what they can do, then back to their bank having issues. They have said between 2-4 banking days which it has now been. I’m just a bit confused as to why so many different answers.

thanks

mel

Dear melhope81,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Nick,

I have still not received the money. They tell me it has definitely been transferred but can’t provide any further details such as date of transfer or receipt etc. please see attached screenshots.

thanks for your assistance.

Dear melhope81,

We are currently adding the casino to our system. Once it is done, we will try to contact them as soon as possible in order to assist you with this matter.

Regards,

Nick

Thank you Nick they have stopped responding to me except to say it’s been successfully processed if it’s not in my bank it’s not their responsibility.

Thank you melhope81 for all the information provided so far. I will now forward your complaint to my colleague Pavel ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks @nick for your help. I appreciate all your help to date.

Hello, melhope81!

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.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Thanks Pavel, I greatly appreciate it. The casino has never mention any breach they have said the money has been transferred but they can’t check the transaction because their bank is having issues. Even today, 4 weeks on it is showing as complete with no issues.

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.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team