EightStorm Casino - エイトストームカジノの出金が遅れました。

I took the welcome bonus on eightstorm and did my first deposit.

Completed the wagering of my bonus and requested a withdraw but the casino never pays out any money, they keep saying that they forwarded my case to the finance department then nothing happens.

I have been in talks with them for weeks and its the same story everytime.

I have not breached any terms or conditions fully wagered my first deposit bonus and simply waiting for my money.

Hello jabatehayouba29,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with EightStorm Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

And thank you for helping me with this case.

I registered an account and took their first deposit bonus and managed to complete the wagering of it and then uploaded my documents 04.07.2023 which got accepted and my account got verfied.

I have been in contact with them regulary but it is always the same answerthat they have forwarded my case to relevent department but nothing happens and they keep saying sorry.

I have ceveral emails from them which i can forward to you if you give me an email.

Hello jabatehayouba29,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear jabatehayouba29,

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.

yes sure ill send it to you now sorry for replaying late

Thank you jabatehayouba29 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi jabatehayouba29,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear EightStorm Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? What are the reasons for delaying the player's withdrawal? Where can the player expect it to be proccessed?

If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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 jabatehayouba29,

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia