Casino Octagon - 選手の退会が遅れました。

Registered in mid-September, withdrawal pending for more than 2 months after withdrawal application on September 29th.

During that time, I asked the support many times about withdrawals, but they kept saying, "I can't respond with live chat, wait for the department to process it."

After that, I received an email telling me to withdraw money because the casino Octagon will be closed on December 21st, and when I told them to withdraw immediately via live chat, the same sentence remained pending.

Even if I asked if they would withdraw money before closing, they just kept waiting for the review.

Also, during that time, there was no email from the department in charge.

I am complaining because I have been waiting for more than 2 months while it is under review and it is closed, and the support does not respond properly.

9月中頃に登録、9月29日に出金申請後2ヶ月以上出金保留中。

その間、サポートに何度も出金の件を問い合わせましたが、「ライブチャットでは対応出来ない、処理する部署の連絡を待って」の一点張り。

その後、12月21日にカジノオクタゴン閉鎖するので出金するようにとメールが届き、直ぐ出金するようにライブチャットで伝えると同じ文章で保留のまま。

閉鎖までに出金してくれるのか聞いても、審査を待ての一点張り。

またその間、担当部署からメールは一切なし。

2ヶ月以上も審査中のまま待たされ、閉鎖される状況で、サポートもまともに対応してもらえないのでクレームします。

Dear waki,

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. Do I understand correctly that this was your first withdrawal attempt? Could you please confirm that you have passed the KYC verification?

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

Lastly, could you please post here a link to the casino's website?

Thank you very much in advance for your reply.

Best regards,

Kristina

I understand.

I pass kyc.

I won the prize.

https://casino-octagon.com/#/lobby

理解しております。

kycは通っております。

賞金は獲得しました。

https://casino-octagon.com/#/lobby

Thank you very much for your reply, waki. Could you please clarify if you currently have access to 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.

You can access your account.

We have also received a notice that we will be closed on December 21st.

there is no time.

And just the other day, I was suddenly told that withdrawals could not be made with Vega Wallet, so I canceled it.

It is a form that buys time.

アカウントにはアクセス出来ます。

また12月21日に閉鎖する通知が来ております。

時間がありません。

そしてつい先日、出金がベガウォレットでは出せないと突然言われ、キャンセルする形になりました。

時間稼ぎされた形です。

Thank you very much, waki, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear waki,

I’m sorry to hear about your negative experience with Casino Octagon. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite the representatives of Casino Octagon to join this conversation and participate in the resolution of this complaint.

I understand. The site disappeared today.

I was able to escape completely on hold.

分かりました。また本日サイトが消滅しました。

完全に保留中のまま逃げられました。

Dear waki,

Could you please rephrase the last sentence from your most recent reply? I’m not certain if the translation feature on our website translated that part correctly.

I'm sorry.

The site was closed without any communication from the department in charge.

申し訳ないです。

担当部署から連絡がないまま、サイトが閉鎖されました。

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 waki,

Thank you for your reply. Please note that earlier today we received an e-mail from the casino representative who informed us that the remaining balance of your gaming account had been sent to your account. Could you please let us know if the funds have been received? Thank you in advance for your reply.

Dear Andrej

I have not received an email, but I have confirmed that $8000 has been deposited.

Thank you for your mediation.

Andrej様

メールは来ておりませんが、$8000の入金は確認できました。

仲介をしていただきありがとうございました。

Thank you, waki, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru