Hi there,

I requested a payout on 08/18/2021, which is simply not processed. I get the same answers every day.

I wanted to cash out there, but I hadn't paid 200 euros yet.

I also met the bonus conditions. Please help me.

Greetings Michelle

Hallo,

ich habe am 18.08.2021 eine Auszahlung beantragt, welche einfach nicht bearbeitet wird. Jeden Tag bekomme ich die gleichen Antworten.

Ich wollte schon mal da auszahlen lassen, da hatte ich aber noch keine 200 Euro eingezahlt gehabt.

Die Bonusbedingungen habe ich auch erfüllt. Bitte helfen Sie mir.

Viele Grü?e Michelle

Hello mmxx80,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ares Casino. Allow me to ask you a few more question before we would try to contact the casino with your case.

Is your account verified in the casino? Did you ever deposit into the casino? When was the last time the casino responded to you? What do you mean by "I hadn't paid 200 euros yet"

Please send forward any relevant proof or communication between you and the casino to [email protected].

Looking forward to your answer and I hope we will be able to help you resolving your complaint.

Best regards,

Nick

www.kpvfaw.com

Hello Nick,

Thank you very much, I have sent you an email. I have already contacted the chat several times.

I look forward to your help.

Greetings Michelle

Hallo Nick,

vielen Dank, ich habe Ihnen eine Mail geschickt. Den Chat habe ich auch schon mehrfach kontaktiert.

Ich freue mich auf Ihre Hilfe.

Viele Grü?e Michelle

Dear Michelle,

Thank you very much for providing additional information. I'll now forward your complaint to my collegue Peter who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hi Michelle,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Ares Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Thanks alot. Meanwhile my emails are no longer answered; - (

Hallo Peter,

vielen vielen Dank. Mittlerweile werden meine Mails nicht mehr beantwortet ; -(

We would like to ask Ares 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Michelle,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this one. I wish I could be of more help.

Best regards,

Peter

We received the following message from the player:

"Hello, I wanted to let you know that I have received the money.

Many greetings"

The status of the complaint will be changed to "resolved".

Thank you Michelle for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter