Hello,

I deposited for a reload bonus on this casino on July 1st 2023, I completed the terms and ended with a balance of 2683CAD. I withdrew the entire amount and was asked a few days later to verify my account. I completed the verification on July 7th and was told the withdrawal is now active. The following week seeing I had not received the money, I contacted chat support about the issue and was told the matter would be escalated and I would be contacted. I waited an entire week and never received an update or response. I followed up by emailing support on July 17th , a couple of days later , I received the same response i've been getting, that the situation is still under review. I emailed them one last time on July 23rd and still waiting for a response.

I have deposited on this casino 3 times before and never had an issue depositing. I followed the terms and completed their verification process successfully, I don't understand the reason for my withdrawal to be delayed for over 20 days without a reason or update. The casino has just been delaying me by following up with the same generic response.

I have attached the email communications, as for the initial chat communications I have no record of it.

Dear panamaleez85,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

It doesn't seem to be an internal system issue. The casino is not communicating with me at all, the only times they did communicate they said they would get back to me after they escalate the issue. We are several weeks into the withdrawal and communications and they are not responding or sending the money. As I mentioned previously. The money is no longer in the account. The money has not been sent. Support is no longer communicating with me about the issue.

Thank you very much, panamaleez85, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, panamaleez85!

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 recommend you contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team