Hi there,

I have made numerous deposits at this new casino I received an email regarding free spins this afternoon and utilised them on the specified game. After receiving the funds received from the promotion I continued to play (namely) sheriff of Nottingham and delightfully received further winnings. After submitting the requested documents to verify my account and approval from the Casino I made a number of unsuccessful attempts to withdraw funds which the casino shows as available funds to withdraw. I contacted the online support and was advised that this was an unfortunate issue and gad been promptly passed management for review. I am still unable to withdraw my funds and my account is still displaying the withdraw able amount in full. I have both the transcript and screenshots to verify the validity of my complaint.

Dear Felicity,

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

Could you please send me all the relevant evidence that wasn’t included in the attachments, so we can gather as much information as possible? We would like to see the confirmation of successful KYC and any communication between you and the casino. My email address is [email protected].

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

We received this email from FlickIzm:

"Hi Kristina!

Thank you for your prompt response! Since lodging my complaint and having been advised of the Remaining Wagering requirements in order to successfully request withdrawal of funds to my account- I Logged into my account and the initial amount of $201.00 odd dollars was still displayed as available to withdraw. I then cautiously continued to play at the casino and after a lengthy period of game play have supposedly fulfilled the Casinos terms and conditions regarding requested funds withdrawal. Please not that the amount also showing as available to withdraw from the casino at the tome of this email was $257.00 AUD odd however the casinos terms and conditions to advise that the maximum amount of winnings from bonus spins is capped at $200 and as previously stated I was able to " successfully" request a withdrawal of more than the max $200.00 stated therefore my account balance is now at a zero dollar balance. Thank you for your assistance-I will be sure to update you if anything changes! ??"

Thank you very much for your email. Please keep us updated, so we can continue resolving this case accordingly.

I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Dear Casino Guru (team) & Kristina,

Thank you for your assistance I m pleased to advise you that the issue has now been resolved.

Take care and stay safe ??

Felicity

Felicity, thank you for letting us know, we are happy to hear this great news! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.