I made a total of 3 withdrawals 3(!) weeks ago. 1st payout of 300€ via Mifinity 2nd payout via AstroPay of 200€ and the 3rd payout also via AstroPay of 500€. Unfortunately, no payout has been successfully carried out to date. When I then asked too much and brought Casinoguru into play, my account was blocked. I was constantly put off that the money would definitely be paid out. I still have all the screenshots of the payouts marked as "Completed" in Madmoney's system.

Ich habe vor 3(!) Wochen insgesamt 3 Auszahlungen get?tigt. 1. Auszahlung von 300€ via Mifinity 2.Auszahlung via AstroPay von 200€ und die 3.Auszahlung ebenfalls via AstroPay von 500€. Leider wurde bis heute keine Auszahlung erfolgreich durchgeführt. Als ich dann zu sehr nachgefragt habe und auf Casinoguru ins Spiel gebracht habe, wurde mein Account gesperrt. Ich wurde andauernd vertr?stet, dass das Geld auf jeden Fall ausgezahlt wird. Habe noch s?mtliche Screenshots der Auszahlungen die in dem System von Madmoney als "Completed" gekennzeichnet sind.

Dear Baschel,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your payments are still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, I can no longer say exactly whether all three payouts with a bonus were accumulated. However, I can say that because of my inquiries at the support, my account is now closed. I was put off with different excuses each time. According to the live support staff, it is probably a system problem with the e-wallets. But I mean that at least one payout was preceded by a bonus. The payout was marked as "Completed" when I got into my account. That's why I was surprised it took so long. I should write an email to [email protected] every time. I never got an answer from them, be it in English or German. Then brought Casinoguru into play and I was banned.

Hallo ich kann nicht mehr genau sagen ob alle drei Auszahlungen mit Bonus angesammelt wurden. Jedoch kann ich sagen dass wegen meiner Nachfragen bei dem Support, mein Account nun geschlossen ist. Ich wurde jedesmal mit anderen Ausreden vertr?stet. Laut Live Support Mitarbeiter soll es wohl ein Systemproblem mit den E-Wallets sein. Ich meine aber das mindestens einer Auszahlung eine Bonus vor raus gegangen war. Die Auszahlung waren, als ich noch in mein Konto kam, als "Completed" gekennzeichnet. Daher wunderte es mich auch dass es so lange dauert. Ich sollte jedesmal eine Email an [email protected] schreiben. Von denen hab ich nie eine Antwort erhalten, sei es auf Englisch oder Deutsch. Habe dann Casinoguru ins Spiel gebracht und ich war gesperrt.

I have to say that I have always been a loyal player at this casino.... Some payouts have already gone ahead that have never caused any problems. It was actually always one of my favorite casinos

Ich muss dazu sagen, dass ich immer ein treuer Spieler dieses Casinos war.... Es sind schon einige Auszahlungen vorraus gegangen, die nie Probleme bereitet haben. Es war eigentlich immer eines meiner Lieblingscasinos

Thank you very much, Baschel, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Baschel!

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!

OK, please, based on experience, how willing are the casinos? Do they often join the complaints?

OK gerne, wie ist erfahrungsgem?? die Bereitschaft der Casino'`s? Treffen sie oft den Beschwerden bei?

Particularly this casino has several unresolved complaints, for last 3 or 4 months because of their unresponsiveness. However, before that, the casino had participated in resolving complaints. Also, I will be doing everything possible to reach to them and bring them to the conversation.

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 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 The Gambling Commission of Curacao Antillephone ([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

Casino Guru Team