Hi, my withdrawal process is still in awaiting mode and it will be 21 working day’s tomorrow, I contacted them through the live chat and they said it could even take longer. Surely this is a breach of their terms and conditions.

Dear jnunn215,

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? Was your account successfully verified already?

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

Hi, thanks for your response, everything is verified. I have received a payment before but has never taken this long.

It has been in awaiting mode for the whole time. Thanks

Thank you for sharing all the required details, jnunn215. Your complaint will be forwarded to my colleague Pavel ([email protected]) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Hello, jnunn215!

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!

Hi, have you heard anything from casino please?

Hello, no, there has been no response yet.

How long before casino replies generally?

It is different from one to another, many of them do not give a response at all, no matter how hard we try to establish a contact with them.

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.

That doesn’t really help my situation. Maybe I should contact gaming commission.

As far as we could learn, this casino is not licensed in UK, they claim to have the Curacao license, but it is not possible to learn which one (there is four of them). I can provide you with contacts for all of them, so you can try to open the complaint with them.

Ok yes please.

Here are e-mails:

eGaming: [email protected]

Antillephone: [email protected], [email protected] (alternatively [email protected])

Gaming Curacao: [email protected]

C.I.L: [email protected]

Thanks for that.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team