Deposited ￡20 won about ￡130 kept ￡30 in and withdrew ￡100 on 02/04/2023

since then I have been contacting them as I have no yet received it I understood it could take up to 21 days but after that time was up I contacted were I was told to be patient and that they could not speed up this withdrawl for me I won fair and square I would understand the checked being done for a major win but mine was only ￡100 very unhappy and I am now waiting well over a month now

Dear 1995imogen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes it’s still awaiting in my account every time I contact on the live chat they tell me to be patient they are short staffed and busy they have not said that I am unable to get my funds for any reason I selected no bonus as I know sometimes this can lead to being unable to withdraw any money won.

I would understand if it was a major win it taking a while for it being processed but not for this amount .

thank you

Thank you for sharing all the required details, 1995imogen. Your complaint will be forwarded to my colleague Pavel ([email protected]) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello, 1995imogen!

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!

I have just spoke on live chat again about this and they have stated they are contacting the withdrawl department to see what the delay is and will contact me via email..

Thank you! Please, let me know if there will be any new information!

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 through live chat again and still being told the same thing that there is a high volume of requests and things are taking longer than usual, they have emailed finance team and will email me with an update. I have been contacting every day and get the same response every day

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 would recommend you contact the Curacao Gaming Authority and submit a complaint to them, but it is not possible to learn which of Curacao regulators is responsible for this casino. If you would like to try to write to them all with a goal to open a complaint, I can provide you with e-mails for these regulators. If you need the list or have any questions, do not hesitate to contact me through my e-mail: [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team