888Starz Casino - プレイヤーが賞金を受け取れずにいます。

Hello AskGamblers 

I have an account with 888starz 

in last 29/07/2024 I was request a withdrawal to my number through E-wallets and was confirmed in app as completed but I didn't received it yet

 Try to contact support several times but no response in all support channels they provide it to me .

And customer support in app everytime contact them give me another mail or telegram channel to contact with .

I was send 3 email to 3 different emails and contact 2 telegram channels but no response from any of them all 

My account id is 6612****

Dear ahmedmody53,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for fast reply

I was request 2 withdrawals in same day first one with amount 700 egp was received it instantly when confirmed in app second one with amount 1000 egp was confirmed as completed but didn't received it yet

Dear ahmedmody53,

Have you received your withdrawal from the casino yet?

No I didn't received it yet

Thank you ahmedmody53 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ahmedmody53,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 888Starz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Hello Natalia

I just received a reply from there telegram bot with a fake image that show the agent was send the money to my E-wallet number in 29/07/2024 but I didn't received it I will attach their answer and a video I recorded it from my Vodafone app that shown all transactions in 29-30/07/2024

Dear ahmedmody53,

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 Antillephone (complaints@gaminglicences.com) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia