I applied for a withdrawal at this casino on March 19, but have not received my money yet.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ChinChin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you use any bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account has already been authenticated. The time frame is unknown.

The first deposit bonus was used.

Attached is the last email I received from the casino.

Thank you andandjonnyx for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello andandjonnyx,

It's Michal again. I have taken over this complaint as well. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite ChinChin Casino to join the conversation.

Dear ChinChin Casino,

We understand that a compliance check of the player's account and their gameplay is done before a withdrawal is processed, but as quite a lot of time has already passed without any real development, can you please explain why the player's withdrawal has not yet been processed from your side?

If there are any sensitive details that may affect this situation and are not appropriate for public disclosure, please feel free to share them with me at [email protected]

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.

Dear andandjonnyx,

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 their 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 Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information on how to do that here:Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at [email protected]. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint as we have been contacted by ChinChin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear andandjonnyx,

I have been in touch with the ChinChin Casino team outside of this conversation, and it appears that there has been some positive progress made. The casino team is willing to restore the funds that were previously voided in your account as a way to resolve this issue. Kindly confirm that this has been accomplished.

No refunds have been made, and the withdrawals were never made in the first place.

The casino had been making deposits and withdrawals in virtual currency, but since virtual currency has been erased from the withdrawal method, it is not even possible to withdraw balances.

Please add 200€ to the disputed amount.

Dear andandjonnyx,

Thank you for the update. I have contacted the casino team once more to clarify the situation and to explore potential solutions for resolving this case.

Dear andandjonnyx,

I have been informed by the casino team that one of their representatives will shortly contact you directly and provide information regarding the withdrawal of the funds.

Please let me know once the "issue" has been sorted and you have received the funds. Additionally, please confirm the actual disputed amount, as it seems the initial €850 might not be correct anymore.

No, It is correct at about 850 euros.

Dear andandjonnyx,

Thank you for the confirmation. Has there been any development yet?

no

And why haven't we heard anything from the casino in the first place?

Dear andandjonnyx,

The ChinChin Casino had not been registered at our complaint forum yet, that's why we communicated via email. I have, of course, invited them to join.

In the meantime, I have been informed about this:

The client was unlocked money on May 27 and he can withdraw it. Our team has messaged him today too. Let the client come in and make a request to withdraw money. The client last put an application for withdrawal of money on March 19.

So feel free to submit a withdrawal request.

Withdrawals remain unavailable.

Dear andandjonnyx,

I expect a response from the casino team in the complaint thread shortly, and I'm hopeful that it will be a favourable one.

Dear andandjonnyx,

I have been informed by the casino team that the withdrawal should work for you. Can you please check again? Additionally, do you receive any error messages or anything like that?

I just applied for a withdrawal.

Dear andandjonnyx,

I've been informed by the casino team that you have withdrawn the funds. Can you please confirm that you have received them?

There is no history that looks like it.

There was a deposit history of 835 USDT, but I have applied for a withdrawal of 835 EUR.

I don't think there is any casino that thinks it is 1€ for 1 dollar.

Let me submit a hash to the casino showing a withdrawal of about $950.

An additional $115 was paid.

Presumably this ends the complaint.

Dear andandjonnyx,

Thank you for the update. I had been informed earlier that the entire balance you possessed would be disbursed. It seems it may have been divided into two separate payments. Regardless, as you have confirmed, you have received all the funds, correct?

yes

Dear andandjonnyx,

Thank you for the confirmation. I am glad that our involvement once again played a role in resolving the situation, and you received all the full funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru