test - 選手の退会が遅れました。

Hi,

Requested a Withdrawal on the 26th of Jan and have previously made withdrawals and this Casino is always a bit slow but once you follow up they are normally pretty good, but we are now coming close to 2months.

i met my playthrough amount and i keep getting told that their is delays due to payments going out and they have sent my email request to payments..

Hoping that this can get resolved as i like playing on their site but this has been going on way too long.

thanks

Dear jaebellsy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Could you please advise which payment method you have opted for to have your winnings withdrawn?

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

Thanks for the follow up Petronela..

Yes still pending within my account and it was requested as a wire transfer.

Thank you very much, jaebellsy, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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, Jaebellsy!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I had a look and I cannot find any account attached to the provided email address within our system, I also need to note that players from Australia have been blocked at IP level for a couple years now. There is no way for a person residing in Australia to access without use of a VPN which is prohibited by the terms and conditions of the casino.

Are you certain this is connected to Raging Bull Jaebellsy?

Best wishes,

Nick and Raging Bull

Thanks Nick, I originally joined through raging bull, but then was sent a link to your VIP room Ibiza Rooms? Are you suggesting this isnt your casino?

thanks

Jae

Hey Jaebellsy,

I can 100% confirm it most definitely is not and any invitation did not originate from us.

Best wishes,

Nick and Raging Bull

Thank you for trying.. i must of been scammed.. i will contact them now and ask..

Jaebellsy, please, could you provide me with a link to Ibiza Rooms? Also, let me know if you will receive a response from them.

Thanks Pavel link is https://www.ibizaroom.com/en/

and yes they respond everytime i ask..

please find last response from them -

Dear Jae,

We believe that You are doing well and staying safe.

We would like to apologize for the inconvenience caused and this whole waiting period as we believe that it may be stressful.

However, your account has been double-checked and the best we can do is to put a red alert on your request and forward it to our Payment team which is working on requests. 

The benefit of taking this action is that our team will focus on your delayed request, and it should be resolved in the quickest time manner. 

If there is anything else we can assist you with, feel free to contact us and we will gladly assist you.

Kind Regards,

Chloe

Hello, Jae!

Could you, please, also provide me with an e-mail of Ibiza Rooms from which you are receiving messages?

support@ibizaroom.com

Thank you, Jae! We will be trying to look into it and learn with which casino Ibiza Room is connected and we will look how can we move further. I thank you for your patience and hope it will be all right with you!

Hello, Jaebellsy!

I am sorry to inform you, but we could not find out to which casino does Ibiza VIP Room belong. Therefore, I have no other option, but to close this complaint as unresolved. I can assure you, that, if we will determine the casino behind this VIP Room, we will reopen a complaint and try to resolve it, but, so far, there is nothing we can do. If you will have any questions - do not hesitate to contact me through my e-mail: pavel.k@casino.guru . I am sorry I could not be more of help.

Respectfully,

Pavel K

Casino Guru Team