Explosino Casino - プレイヤーの撤退が遅れています。

The casino stalls my withdrawal for a long time already. The only information I get from support is to wait more and more. I am really worried now, please, help. My withdrawal amount was 617 euro.

Dear Gandad99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Gandad99,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"PLease, reopen the thread again. Casino still did not pay me, after numerous promises."

Thank you very much, Gandad99, for getting back to us. Could you please specify how many days ago was your withdrawal requested? 

Hi

I have made a withdrawal on 10.01.2022. Since then casino twice informed me of the exact time when they plan to pay me and both times theree was not any payment done. Yesterday, after reopening the complaint on this website, I received an email asking to divide my 500 euro payment in 2 parts for the "faster payment". This is what I did today, now waiting for the payment to be finally processed.

Regards

I'm happy to hear that there has been development. Please keep me informed.

Unfortunately, no good news until now. The only difference, the casino stopped answering my emails.

Thank you very much, Gandad99, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello Gandad99,

I looked at your complaint and will do my best to help you. I would like to invite Explosino Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Viliam,

Sorry for the inconvenience caused. There are delays in payments to this payment system. We try to pay as soon as possible.

Best Regards,

Explosino.

I have contacted the casino 20 times, at least, I get some promises they are never kept. I get that "issues" replies that never stop. What is the problem with the casino? They owe me 617 euro only and they cannot pay it for 2 months already. I even , after their request, divided my cashout and only withdrew 250 euro. Does not help. I don't know what to do know, looks like they casino has no any intention to pay. Now look, in case they reply - they will again state of some "issues" and "delays". It really nothing but - we are not going to pay you. Dear Villiam, please, advise.

Ferhad

Dear Casino,

when will you pay the player's winnings, please?

Hello.

Dear Explosino casino, when do you plan to pay me?

We would like to ask the Explosino 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’.

The war in Ukraine has affected processing companies and we have difficulties with payments. More time is needed to normalize the situation and return to the standard schedule. We apologize to you.

This is unbelievable! They found all kind of ridiculous excuses for TWO MONTHS (like "cannot make bitcoin payments", "cannot make Skrill paymens", etc.) and now, two weeks into Ukraine war, they started to use this card? This is such a cynicism ! You can make Bitcoin payment from anywhere in the world , even from Ukraine or Russia. This is such a bad lie, I am really disgusted by this casino's behaviour. Please, rate them as low as possible, dear Casino Guru people. To use a tragic war in such a manner, it is totally unacceptable!

Dear Casino,

I must agree with the player, this case lasts from the middle of January 2022, so please, don't use war in Ukraine as an excuse. You need to process a payment to Azerbaijan (not to Ukraine or from Ukraine). I'll set a timer for 7 days, please let us know when you'll make the payment. Otherwise, I'll be forced to close the complaint as unresolved and you can ask to reopen the complaint in case you'll prove that you paid him.

Thank you for understanding.

Dear Gandad99,

did you receive your winnings already or still nothing, please?

Dear Viliam,

You should be aware that the war affects processing companies. It doesn't matter which country the user is from.

Dear Explosino Casino,

I don't agree with you. You had more than enough time to process the payment and also there are many options how to pay the player. I'll set the last timer for 7 days for you. Send me evidence that you've paid him or I'll close the complaint as unresolved. My email: viliam.v@casino.guru

Still receive nothing from the casino apart from empty promises. I made my withdrawal from the casino 2 and a half months ago.

Regards

The War is only 1 month long. 45 days before the war even started I was only getting runarounds from the casino. Moreover, I find it ridiculous to think that the war in Ukraine prevents the casino from sending 600 euro to me by Bitcoin or Skrill. It does not prevent them though from ACCEPTING the money from the players all over the world. Just a ridiculous excuse.

Dear Gandad99,

I apologize but we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.