Pulp Casino - プレイヤーの撤退は遅れています。

Hi I withdrew funds on 3rd April 2022, I have yet to receive the funds after them saying it would be in my account after 7 days, then I contacted them and they said it would be the week after. I am still yet to receive the funds. They keep saying there is an issue with their payment service provider

Dear Thomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Hi I have had successful withdrawals before and I have passed all verification with them

Thank you for your reply, Thomas. Have you accumulated your winnings with or without an active bonus, please?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

It was without a bonus, the withdrawal was processed by myself, I then received an email saying it would be in my account within 7-10 working days but still not received the funds. I then received an email saying they were having issues with withdrawals. Also had messages with The ‘VIP Manager’ who has said it should be in my account next week and still not arrived

Thank you very much Thomas for your reply. I will now transfer your complaint to my colleague Branislav (branislav.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 soon.

Hello, Thomas,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Pulp Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Pulp Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Dear Thomas,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Let's stay patient and positive, and provide the casino with some more time to process your withdrawal request.

Please, let us know as soon as you receive the payment. If there is no progress for a long time, I will ask the casino for an update again.

Okay I will wait, assuming when they say it is now pending that means it will get to me within their timescale of 7-10 working days?

Considering the time it is already taking, I am not sure about the final time frame for processing the payment.

Therefore, I would like to provide the casino with some time, and we will see.

Dear Thomas,

Was your issue resolved? Can you please provide us with an update on your issue? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Hi this issue has yet to be resolved and I have had no information from the casino at all

Thank you for the update.

Dear Pulp Casino Team,

What is the estimated time frame for processing the player's withdrawal, please?

More than 2 months have passed since the player requested the withdrawal.

They have still not replied?

We would like to ask Pulp 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 will have a negative impact on the casino's rating.

Dear Thomas,

Unfortunately, since we have not received any response from the casino regarding the issue for a long time, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or news regarding your issue, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime and I hope it will use this option in the near future.

Best regards,

Branislav, Casino.Guru