Love Casino - 選手の撤退が大幅に遅れた。

Hi there! I've made an account and first deposit on this casino 04.08.2023 and after 2 days i finish my wager and i withdrawal the amount that i have in my balance at the moment ( 240 euro) on 06.08.2023.

In the casino policy at this (bank transfer method) it was between 7-21 working days but from 6 tilt today it passes more then 21 working days.

And when i contact the support they tell me to be patience but they never given me a straight answer.

I really think that this site is a big scam and i only want that other people to not get scammed by those shitty people !

Thanks

Dear alioantem, 

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?

Have you accumulated your winnings with or without an active bonus? 

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

Dear alioantem,

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.

Hello Veronica and sorry for the long time answer!

Let me answer to you're question :

1. Have you made any successful withdrawals before?

• That was my first withdrawal on this site

2.Could you please confirm that you have passed the KYC verification?

• Yes - my account is fully verified from what the scammers said

3. Have you accumulated your winnings with or without an active bonus? 

• I made my first deposit - 20 euro on 03-04.09(i don't remember exactly) and i played with 100 euro because they give me 400% first deposit bonus - from that 100 Euro i manage to make 700 + - playing only small bets 0.20 - 2 euro - and then i've tried to withdraw 600 and the i read the terms and decide to withdraw only the amount that was in the terms - 10X the amount that you deposit and then because i did not want to play on that site because the games seams to be suspicious ( i get the bonus on Wanted dead or a wild - the dead man's hand and i get only 1 wild and 3 free spins ) and i know that for that particular bonus the minimum is 5 wild and 5x multiplier , i decide to withdrawal the hole amount . And then from the 06.10 i go on there web site and i ask them about the status of my withdraw and i get the same copy/paste story.

I hope that those answers will help you and i promis that i will respond you much faster next time.

Thanks for you're support Veronica!

I said on 06.10.2023 because on that date the period of 7-21 working days had passed.

The withdraw was made in 06.09.2023!

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

Dear alioantem,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Love Casino representative to join this conversation and participate in resolving this complaint.

Dear Love Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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,

Stefan