This casino is finding excuse after excuse after excuse as to why you won't pay me.

It has been 3 months waiting for my money and suddenly there is something wrong with the address or the bank address has not got got the right address or the ID is about to expire or I have moved addresses.

It has taken that long to get near to paying out and in that time I have changed address and my ID is going to expire but that is because you took too long to even think about paying me my winnings.

This is pathetic and illegal to **** someone around so much so that they give up because it becomes too hard 

Dear Paul,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear about your problem. I can only imagine how frustrating it must be to wait for your winnings for over three months. If I understand it correctly, the casino held your winnings for three months and only after this period have the problems with your address and ID started. May I ask you if this was your first withdrawal and what method you used? Please bear in mind that the whole process of withdrawal might take longer because the casino wants to make 100% sure that the money is being sent to the right person. Casinos take KYC (Know Your Customer) procedures very seriously. Hopefully I will be able to help you with this matter as soon as possible. 

Best regards,

Petronela

Dear Paul,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

For over 14 months I have been trying to withdraw $750 from my account and had to go through the normal verification stages. 

After I complete the verification process and the banking wire details confirmed I still don't receive the money.

Everytime I get in the chat they tell me that something else is needed or i need to re submit documents for verification again and again or the wire details have vanished and I need to do them again. 

After 14 months i finally have confirmation (and I can produce a copy of the chat logs) from casino staff that everything is 100% correct and the $750 will definately be paid.

 And then I don't get paid the money so I try to log into the casino and they have cancelled my account and their excuse is.  

We regret to inform you that your casino access has been revoked. The decision is, unfortunately, irreversible. Any casino account can be closed solely at our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party payment service providers.

When I asked about my $750 thier response was 

Paul, as your casino account access has been revoked, all of your available balance and winnings in the account are forfeited.

Thank you very much Paul for getting back to us. I have reopened your old complaint instead of starting a new thread. I will now transfer your complaint to my colleague Jozef 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.

Greetings Paul and Petronela,

After reviewing the case and your communications with the casino Paul, the underlying theme I find is one of resistance.

It's unfortunate that it is necessary to require players to go through such an arduous process of validation, no one more than the casino itself would prefer to simplify this. We are in the entertainment business after all.

The information required to complete an international bank transaction is also extensive and needs to be 100% correct or the funds never reach their intended destination.

The fact remains, until the world is filled with 100% honest people we will need to verify documents to assure no one can benefit from your account except you. And until the international banking community simplifies the wire transfer process we will need to provide all of the specifics required to make that transaction.

It's not a question of our preference certainly, and we are constantly working on improving the system while still maintaining the necessary level of security for our players.

On behalf of myself and the casino I genuinely apologize for your frustration however after reviewing the history of this case quite extensively I truly believe that had you chosen to fully comply initially with an understanding that there is a purpose and a need for everything requested you would have received the funds from your win a long time past.

But as they say, all is well that ends well. You did finally last month submit the final piece of the puzzle by providing the required banking information for transfer. Unfortunately due to some of the "thoughts and feelings" you expressed at the time regarding being required to do so I was unable to have your account reinstated.

However, I was able to have your requested and very valid win reviewed, approved, and sent to our 3rd party for payment yesterday. You should be seeing that money clear your bank account in the coming business days.

I do so love a happy ending.

Let us know when it comes in.

Best wishes,

Nick and True Blue

Hello Paul.

Please, could you confirm the casino statement? Have you received the payment?

Thank you so much for getting the casino to acknowledge that they still me the money and that I did in-fact supply all information required by them for payment prior to them cancelling the account.

As at this time I have NOT received payment but will advise as soon as I do receive payment.

I am extending the timer by 7 days. Let us know if there is any new information.

I still have NOT received any money from the Casino. This is the sort of thing they have been doing to me all along

Dear Nick.

Please, is there any new info about the case? Is there any problem?

Greetings Paul, Jozef,

I checked with the requisite department and been assured there are no known delays with our payment providers, that said these are exceptional times we are in so there is a possibility of delivery times that are slightly longer than normal.

Please be patient and the funds should be with you shortly.

Thanks,

Nick and True Blue

Thank you I finally did receive the funds today.

Thank you to the guys at Casino Guru, without you I would have never received my money.

You guys are the best ??

Dear Paul,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

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