OlympusPlay Casino - 選手の退会が遅れました。

Still waiting for my withdrawal to be processed. Continually get the same message from the casino. It has been more than the maximum 21 business days, as per their bad terms and conditions. Chat keep telling me to contact VIP team, VIP team have stopped answering my mails (even the scripted reply has stopped).

Dear Rickmay4810,

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 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

PS: Could you please advise if you received payment from your previous complaint?

I have not received any payment from Pulp either. That one is 6 months!

I'm sorry, Rickmay4810, but you haven't answered any of my previous questions. Could you please elaborate?

Dear Rickmay4810,

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.

I have not received any payment at all. So far, I have not been given any reason for non payment. My account was verified a long time ago.

Thank you very much, Rickmay4810, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of OlympusPlay Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Rickmay4810

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. As you probably know by now OlympusPlay Casino is not the best place to play as several other users had some issues with this casino that we've tried to sort out, but OlympusPlay Casino ignored us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints, we keep on trying.

We would like to invite OlympusPlay Casino to join the conversation.

Dear OlympusPlay Casino,

Can you please provide some information regarding the long delay of the player's withdrawal?

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.

Dear Rickmay4810

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,

Michal