Requested withdrawal on 07/04/23, still not received. Online chat are rude and close the chat to avoid answering questions.

Dear amyloustevens1987,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions so I can understand the situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? Could you please confirm that you have passed the KYC verification?

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,

Veronika

Not made any other withdrawals, I won without using a bonus. My account is fully verified.

Thank you very much, amyloustevens1987, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, amyloustevens1987!

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.

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