Hi I withdrew 2800 6 weeks ago and not recived it.i was promised time after time after time.now I cannot get on website. They also have my passport copy they then put my winnings back on my account

Dear katiebaird1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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,

Petronela

Hi I had a active bonus with I done the wager I with drew 6 weeks ago .they put it back on my account last week...I deposit ￡20.000 since it opened ..now I carnt even get on there site I sent emails etc.....no reply obviously its a lot off money I spend...they have my passport which say its safe...they keep saying for 6 weeks you will get it .problem with finance keep telling me things..im now very stress with this

Yes they have payed winnings before....I had to wager x32 which I completed

Thank you very much, katiebaird1984, 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, Katiebaird1984!

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 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