Acorn Fun Social Casino - プレイヤーの撤退が遅れています。

I submitted to redeem on Jan. 18, 2025. Received acknowledgement letter. (I tried to attach it but was sent back here to start over) We had a problem when they said I had multiple accounts and which one did I want them to delete. I told them and that was done. I kept asking when it would be sent and I stopped getting answered. The redemption was marked failed and put back in my game. I put it back in for redemption and it is just sitting there again saying "waiting for review". There has been no contact since early February. I am going to hopefully be able to send all my proof. Ok so it says attachment upload failed. Maybe you have an address for email I can send them to?

Dear tbvb05,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve had with your withdrawal request and the lack of response from the casino. To better understand your situation and assist you effectively, I’d like to ask a few questions:

• When was your withdrawal first marked as "failed," and did the casino provide any reason for it?
• Did you accumulate your winnings with or without an active bonus? If a bonus was involved, do you recall its terms and conditions?
• Which payment method are you using for the withdrawal?
• Have you tried contacting the casino’s support team again recently? If so, have they responded at all?

Since you mentioned difficulty in attaching files, you are welcome to send any relevant emails, screenshots, or other proof to petronela.k@casino.guru so we can review them.

Your cooperation is essential for us to move forward with the case and work toward a resolution. We’ll do our best to help you get the answers you need.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello! Thank you so much for reviewing my complaint! I will get right to work sending my documents. I should have them sent today or very latest tomorrow.

Is there some sort of case or file number I need to reference?

Again, thank you. I appreciate you all!

Note: I was just going through my email and I received one from Acorn in response to one I sent. They said to contact them in game, which I had been doing and no reply and also telling me to use their new customer service email, which I've also been doing with no reply. The only reason I got this email today is because it is a form letter because I used their old address so it triggered the response. Just letting you know.

They sent me my 550.00!

Thank you so much!

Dear tbvb05,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru