CasinoMania - 選手の退会が遅れました。

I really enjoy playing and have played enough to teach gold status. Withdrawal was very quick and easy the first two times. Now I win 104.00 and at gold level am supposed to get my money within an hour.

It's been five hours now and no response from their customer service. I'm broke and need my money and feel like they are just cheating me at this point.

Dear jasondavidcarey1977,

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,

Kristina

I appreciate your response Kristina, the fact that it took this much effort to get any info says allot. I spend quite a bit of money online because I live alone and it helps keep my mind occupied. Unfortunately it sometimes leaves me without a penny.

Now after spending money to reach gold level, which states getting paid within an hour as one of the benefits, I expect to get my money within an hour. NOT TWO WEEKS. I expect for places I do business, spend money, to do as they say. Not get my money then decide oh it might take a couple of weeks. That's just not honest business.

I'm this circumstance, because my first two withdrawals were done in less than an hour, I didn't my last twenty in hopes of winning because I was in desperate need of gas and food money for the next week. So when I won the 104 dollars I was so excited to be able to make it till pay day. And now I don't even know how I'm going to eat because you lied.

now had I not assumed you operated as you say, I would not have to the risk with the only money I had. I find this to be unethical. And if you would just keep your word you would have a loyal, high spending customer. I don't think that's to much to ask. Just do as you promise when I'm spending.

One more thing then your actions can do the rest of the speaking. I have shown you proof where you promise withdrawal in an hour after I spent money to get to gold level. You know that I am now broke and hungry and just asking you to do as you promised when I spent my money. Now how long it takes you to follow through will speak volumes to how trustworthy your site is.

If I have a coffee shop and then after you pay the a cup give you excuses as to why you have to wait as long as I want you to, maybe even a couple of weeks, how good of business would you think I was running?

Thank you for your reply, jasondavidcarey1977.  Please note that you are now talking to a Casino.guru employee and not the casino. I cannot speed up your withdrawal and I didn't lie to you about anything.

Please note that we give casinos two full weeks to process each withdrawal. If there’s no development by the end of the time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear jasondavidcarey1977,

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.