Electric Wins Casino - プレイヤーの撤退が遅れています。

I have placed my withdrawal the 2nd of may.

after 21 working days I have got any update and funds are far from being released

Dear andreasgobbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino regarding your withdrawal request.

To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Have you received any communication from the casino regarding the status of your withdrawal?
• Did you complete all the necessary verification steps before submitting your withdrawal request?
• Have you attempted to contact the casino’s customer service for assistance, and if so, what was their response?
• Did you accumulate your winnings with or without an active bonus?
• Have you made any successful withdrawals from this casino before?

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

Best regards,

Veronika

Have you received any communication from the casino regarding the status of your withdrawal? Unfortunately, I haven’t received any communication from the casino.

Did you complete all the necessary verification steps before submitting your withdrawal request? As per attached picture I successfully passed the KYC verification process.

Have you attempted to contact the casino’s customer service for assistance, and if so, what was their response? The response is always the same. Our financial department is running high volume of requests at the moment.

Did you accumulate your winnings with or without an active bonus? I had a bonus when I fist deposit but it was waged all following the instructions and the bonus results completed on my account

Have you made any successful withdrawals from this casino before? This is my first withdrawal

Curious update, I’m not longer allowed to access the chat support. I’m very much able to login and I can still can see my withdrawal pending. However I’m unable to speak with the chat support. Hopefully no one is using this website.

Thank you very much, andreasgobbo, for your cooperation. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of Electric Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

i believe they just stolen the funds. It is what it is. I hope my experience will save someone else to have the same experience

Dear andreasgobbo,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Electric Wins Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Thank you Martina for your help. Hopefully we will get this money one way or another.

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 andreasgobbo,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Martina Bennett