Tried to make a withdrawal on 2nd April of ￡928 and on the 5th April the site is down and I’m getting no response from the casino. So this leads me to believe that I have been scammed.

Dear snowy0512,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi

i have already had my account verified and this is my 4th withdrawal but the site is not accessible and I’m getting no response from their support team and I’ve been emailing every day for over a week. I think they have had to many people to pay out and just shut the site and done a runner.

Thank you very much, snowy0512, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.  

Hello, Snowy0512!

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 don’t think there is any point. I think the casino has closed down and it was a scam casino that has made its money.

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 as I cannot connect to their website, 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

Looks like the casino has closed and taken everyone’s money so it turned out to be a scam.