Mr. James Casino - プレイヤーの撤退が遅れています。

I deposited 5500-6000Euro in total at mrJames casino. My last win of 2900 was not paid out to me since November 14th, 2020 because according to the terms and conditions I am only entitled to 700 euros. Now comes the finance department of the casino Has checked into my player account on November 30th. 20 at 2:50 p.m. and gambled away 2200 euros in blackjack, the rest of the 700 euros were supposedly transferred to me until today NIX !!!!! I could just give myself the ball

Habe 5500-6000Euro bei mrJames casino insgesamt eingezahlt.Mein letzter gewinn von 2900 wurde mir seit dem 14.11.20 nicht ausgezahlt weil laut AGBs mir nur 700 euro zustehen.Jetzt kommts.Die Finance Abteilung vom casino Hat sich in mein Spieler konto am 30.11.20 um 14.50uhr eingehäckt und beim Blackjack 2200 Euro verspielt der rest die 700 euro wurden mir angeblich überwiesen bis Heute NIX!!!!! Ich könnte mir glatt die kugel geben

Dear Dimi777win,

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 accumulated your winnings with or without active bonus? Did you receive any confirmation from the casino that your account has been verified successfully in the past? If yes, forward it along with any relevant communication to petronela.k@casino.guru. Do I understand correctly that withdrawal of €700 has been requested on 14th of November?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Dimi777win,

Could you please advise which exact bonus you have redeemed? I would like to check terms and conditions. Ideally, please forward your bonus and cashier histories. Thank you in advance.

Thank you very much, Dimi777win, for all your messages. I have checked bonus terms and conditions, and this is what I found https://www.mrjamescasino.com/bonus-terms-conditions/?lang=en:

"The maximum withdrawal amount allowed in case of winning with a deposit bonus is 20x (20 times) the amount of the deposit."

That would explain why your winnings from deposit bonus have been capped.

In regard to a short delay of your withdrawal, I would suggest setting the timer for additional 5 days and if there’s no development by Monday next week, we will intervene.

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing 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.

Hello, I'm back again. Unfortunately, I haven't received any money from MRJames Casino to this day.

Hallo hier bin ich wieder.Leider ist bis heute kein Geld eingegangen bei mir von MRJames Casino.

I can show proofs and account statements for December at the beginning of January. From the bank that I have deposited with Mrjames Casino. What can I do now? You can recommend a lawyer near this Mrjames Casino.

Nachweise sowie Konto Auszüge für Dezember kann ich Anfang Januar vorzeigen.Von dem von mir bei Mrjames Casino hinterlegten Bank.Was kann ich jetzt tun ?können Sie mir einen Rechtsanwalt empfehlen in der Nähe von diesem Mrjames Casino.

Thank you very much, Dimi777win, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Dimi777win.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Dmitri, Hello Casino Guru,

We can confirm, as we informed Mr Dmitri, that the withdrawal of 700.00€ has already been processed and paid, and should be on Mr Dmitri's bank account any moment now.

We remain available.

Best regards,

Mr James Casino

Dear Mr James Casino team.

Thank you for your cooperation. Please, could you react?

Hello Dmitri, Hello Casino Guru,

The Order ID of the payment is 134539, with Reference 39040173-7371967.

Mr Dmitri, please do check again as it should be on your account at any moment.

We remain available.

Best regards,

Mr James Casino

Yes, you will receive everything, thank you, please pay out faster next time !!!

Thank you Casino Guru for your trouble

Greetings and have a nice Christmas time.

Ja alles erhalten Dankeschön.nächste mal bitte schneller Auszahlen!!!

vielen Dank Casino Guru für Ihre Mühe

Liebe Grüße und eine schöne Weihnachtszeit.

Hello Dmitri.

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.

Best regards, Jozef

Casino.Guru