VEBBY981

POSTED ON APRIL 19, 2023

I created my account on February 22nd and made a deposit of 250 euro, claimed the welcome bonus, and began making 7 euro bets on slots. I was able to clear the bonus and win 108740 euro. After sending in my verification documents, my account was fully verified on February 27th.

I then made a withdrawal request for 5000 euro, but was informed that the payment would be split up into 1000 euro increments. I have recived in total 4000€ in 6 months. The rest of my money is pending. And one payment is stuck or missing at the payment provider? They come up with random excuses, saying they are investigating and blame payment provider etc etc but nothing ever happens.

How is this ok for an MGA casino? It will take a lifetime to recive my money in this rate.

This is completely unacceptable. I urge you to resolve this matter immediately and to send me the remaining payments owed to me as soon as possible.

Thanks in Advance

Vebjorn

Dear Andrer100, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise how many withdrawal requests are currently shown as pending in your account?

When was the last time you received a part of your winnings from the casino?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for getting back to me.

Could you please advise how many withdrawal requests are currently shown as pending in your account?

One for 1900 euro witch have been pending since 02-06-2023 i cannot create new one since this one is not yet approved.

When was the last time you received a part of your winnings from the casino?

25-04-2023

When was the last time you communicated with the casino and what was it about?

They wanted a bank statement to show that i had not received a 5th payout for 1000euro witch i sent and proved i had in fact not. But now they have deleted this payout its not marked as processed, its not shown at all. Any how they make all kinds of excuses as per normal and say they will handle it asap and nothing happens.

Thank you very much, Andrer100, 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, Andrer100!

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 would like to extend the timer for one more week, while we are trying to reach the casino using our available contacts.

Hello, Andrer100!

Has there been any progress on your withdrawals?

Hello and thank you for getting back to me and your efforts to try and communicate with the casino.

I have not heard anything back from them. All they do is send me their usual spam.

But nothing regarding my delayed payments.

What do i do now?

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself ([email protected]). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Hello, Andrer100!

We have received a reopen request from the casino.

Please, let us know if your issue still remains unresolved.

Dear Andrer100,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.