Love Casino - 選手の退場が遅れました。

Made the withdrawal at 21:45pm on 30th May 2023, site does say it can take 21 days but today is the 22nd day of waiting.

Everytime I contact chat i am told to be be patient as can take 21 days, well this morning (day 22) I've just been told this, 'We have no exact time since it depends on the volume of requests currently being processed'.

Which is of course rubbish as it should not take this long to do something that other sites manage in minutes!

Dear Vp1979,

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 more than a month is an 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

Hi thank you for helping, yes the withdrawal is still saying 'awaiting' when I look at transactions.

All I have been told is to be patient as can take 21 days but now the 21 days are over I'm being told that there can sometimes be a delay if they're busy with lots of other withdrawals?

Just sounds like a very poor excuse to me!

Thank you very much, Vp1979, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Vp1979,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Love Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay in the withdrawal? When can the player await it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind 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.

Still not been credited with the withdrawal and live chat are just saying the same crap as always then disappearing...

Hi Vp1979, 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,

Natalia