I’ve been waiting since the 19th march for my withdrawal of 900 pounds I’ve tried contacting them at least 3 times a week they promise me my withdrawal willl be with me soon I’ve asked to speak to the complaints department but they refuse to let me talk to them stating its company policy that im not alllowed all the say in the chat is there doing security checks on my winnings but its nearly 3 months every answer is the same my payment is being processed.

Dear n8w8fh6jcc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share a screenshot of your withdrawal request with status visible if available?

Thank you very much in advance for your reply.

Best regards,

Tomas

No this is my very first withdrawal

I have passed the KYC verification yes

yes I accumulated my winnings with help from a bonus

Thank you very much, n8w8fh6jcc, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]), who will be at your service. However, I would like to warn you that it seems to be a common practice of Electric Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear n8w8fh6jcc,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Electric Wins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Thank you for trying ive actually tried today in the chat to ask them for my winnings to be paid but same answer security checks are being done and just thanking me for waiting and being patient ??I dont hold much hope of you getting a reply of them it’s common for them to lie and rip people off but let’s see eh.

Dear n8w8fh6jcc,

I'm really sorry to hear how hopeless and frustrated you're feeling right now. Please know that I truly empathize with your situation. I've reached out to the casino through multiple channels in hopes of getting a response. Let's stay hopeful that they’ll come through soon.

Fingers crossed.

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.

Dear n8w8fh6jcc,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 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. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett