Harry's Casino - プレイヤーの撤退が遅れています。

Can’t see on the list but won a bet on play at Harry’s! Uploaded Documents already submitted weeks ago and accepted! Withdrew 440 of winnings on Saturday 21st November and have yet to receive anything. Had response via email a couple of times but have had no response since after 3 emails

Dear Rhys,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you passed the KYC verification? Have you ever made a successful withdrawal before?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Hi I’ve had the 2 following emails and no response since

Dear Rhys,

Thank you for contacting Harry's Support Team. 

It will be processed as soon as possible for you, apologies for keeping you waiting.

Kind regards,

Support Team

Dated 25/11/2020

Dear Rhys,

Thank you for contacting Harry's Support Team. 

Firstly congrats, 

We are working hard to get this resolved and for the money to show in your account. Just so you are aware, the process is slightly longer for the first withdrawals as we use foreign banks and wire transfers from a different base currency so we need to be 100% sure the money when sent will hit your account in full and in your currency and that its not bounced back and the process has to start again, I truly feel your frustration and rest assured we are doing all we can to get you paid as quickly as we can. 

You will always be paid any money owed in full as per the terms and conditions state. We are an experienced team and make thousands of payments a day. 

Kind regards,

Support Team

Dated 27/11/20

Also yes I passed the kyc verification a few weeks before hand but this was the first withdrawal

Thanks

Thank you very much Rhys for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Rhys,

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

We would like to ask the Harry's 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

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 reopen this complaint anytime.