Casino Empire - 選手の退会が遅れました。

I placed withdrawl on casinoempire on 4th August i have contacted them through live support many times .in starting they said it will take 7 working days then they said it will take 21 working days and now they are saying

No sir.As explained, this will be sorted quickly, As soon as we receive new information about your case, you will be contacted.

It's been two months byr they haven't given me any update i don't think they are gonna provide me my withdrawl so please help me on this

Dear N33L45,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Yes i have passed all kyc verification process and my account is verified.

I didn't take any withdrawl before it's my first withdrawl.

And i didn't used any bonus all the winnings is with my real money.

Thank you for your reply, N33L45. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

It's in awaiting status since I placed withdrawl and i sent you screenshot of there email and also txn history of my account

Thank you very much N33L45 for your reply. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear N33L45,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Casino Empire representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Empire,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 N33L45,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I wish I could be of more help.

Kind regards,

Stefan