Crazy Luck Casino - 選手の撤退が大幅に遅れる。

I am writing because I won at crazy luck casino back in April initially but had to resubmit it in August and have been given the runaround and excuses ever since and they still have not paid me. I have submitted all the right documentation, I met to play through requirements, I've read the fine print and I do not see any reason why they will not pay me. I have spoken with the customer support I've emailed the finance department they all promised me that I will get paid any day but I have not. They give me what I feel like are excuses why they're delayed and their payouts and make false promises and I am sick of it and I just want my money

Dear brandig832, 

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?

Do I understand correctly that you canceled your withdrawal request from April? When exactly did you submit your most recent withdrawal request?

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, 

Veronika

Thank you very much, brandig832, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 in the near future.

Hello brandig832,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crazy Luck Casino to join the conversation and participate in the resolution of this complaint.

Dear Crazy Luck Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

I have not been received anything, as of today it still says pending.

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 brandig832,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer by another 7 days to see what can be achieved. Thanks for your patience.

I did receive an email from them today apologizing for the delay, saying it was an isolated incident and they were working on it but still no payment from them yet.

Dear brandig832,

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,

Tomas

Casino.Guru