Mummys Gold Casino - プレイヤーの撤退が遅れています。

I have been waiting for my withdrawal since 16/12/24

I have not had a proper response as to why this is taking so long, i get the same generic emails confirming that my payment is being reviewed by the operations team but nothing is happening. They dont even have a contact number. My account is verifed and there shouldnt be any issues, am still waiting for a reaponse.

Dear Naz316,

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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Did you accumulate 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,

Kristina

I have not made any withdrawals with Mummys Gold, however I have had successful withdrawals from Jackpot City late last year.

My winnings is currently still processing, I have already sent a few emails regarding this but have yet to hear back from them.

My winnings was done without the bonus as I had already played it off

Thank you very much for your reply, Naz316. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Mummys Gold have sent me an email 7days ago requesting for ID verification as well as proof of address which i have submitted.

However on my account it states that there is nothing to verify as my account is validated.

I have not had a response as to whether or not i need to do anything else.

Thank you very much, Naz316, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Naz316,

My name is Stefan, and I will be taking care of this complaint from now on. Do you have any news regarding the withdrawal? Has the withdrawal been processed?

I'll be awaiting your reply.

Hi Stefan,

I received an email from Mummys Gold confirming that my withdrawal has been approved and is with the payments team for processing. There was no date or timeframe given to as to when this would be done. I have yet to get a response from them requesting for a potential timeframe.

Attached is the screenshot of the email sent from Mummys Gold Casino.

Hello Naz316,

I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Mummys Gold 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.

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.

Hello Naz316,

I have contacted the casino representative outside of the complaint thread with the hope they will respond to the complaint thread. I will extend the timer by an additional seven days.

Your patience is much appreciated.

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. 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 might 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. In the meantime, I recommend you contact eCogra – an alternative dispute resolution service (ADR (Alternative Dispute Resolution) eCOGRA) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Alderney Gaming Authority itself (https://www.gamblingcontrol.org/player-complaints/submit-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru