Explosino Casino - プレイヤーの撤退は遅れています。

I have withdrawal request to Explosino casino from 6th of February of 2022 with the amount of 69 Euros. They delay my pay without reason. First They answer to my messages that the delay is because of workload of their department and now the problem is the... Situation in the world they have technical issues!!!! (probably they mean the War between Russia and Ukraine) Their excuses for the delay is a joke... My account is fully verified and I passed verification 2 times successfully. If you can do something I will appreciate it.

Dear aofsampali,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is unusually long time.

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

Best regards,

Petronela

There isn't any problem with my account. It passed successfully verification 2 times. I attach screenshots from my account to confirm that i am telling the truth. I asked via their live chat the reason of delay after about 15 days from. Withdrawal request. Their first answer were that their financial department has a lot of work... After that i asked many times with many ways when i receive my money.... Their last answer was that.... Due to the current situation in the world, we have encountered technical problems. Please expect payment as soon as possible......

They mean that delay the payment because of war in Ukraine... Of course they do not have any technical problem to receive deposits. In this case their payment system works well. Its rediculus.... Please help

Thank you very much, aofsampali, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thank you very much i am waiting for any progress

Hello aofsampali,

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

We would like to invite Explosino Casino to join the conversation and to aid in the resolution of this complaint.

We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear aofsampali,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from them.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

The casino states in their terms that complaints can be escalated to the Curacao Gaming Authority (certria@gaminglicences.com), although we have been unable to verify that the casino is licensed by them.

I still recommend you submit a complaint to them, it's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). 

I wish I could be of more help.

Kind regards,

Adam