Token Devils Casino - 選手の退場が遅れています。

Hi

I signed up and played with their welcome bonus in the end of November.

I won so i made a withdraw of €634. They cancelled my withdraw a few times untill they verified me and that went somewhat fast.

Since then i have been in contact with support atleast 10 times and i always get some simular excuse that they have alot of work or they have contacted relevant department or something else.

Anyway now im to tired of trying with them and turning to casino.guru instead.

Dear vingrom2023, 

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.

Do I understand correctly that this is your first withdrawal request from Token Devils Casino?

Could you please specify when exactly you made your withdrawal request? Has it already been approved or is it still shown as pending?

When was the last time you communicated with customer support regarding your delayed payment?

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, 

Veronika

Yes first withdraw

the withdraw have been panding since 2023-12-03

I talked to them a few days ago.

Ive been talking to them every week atleast 1 time, they always answer and always nice but what they promise or say never turns out to be true and im just tired of waiting

Before we move forward with your case, could you please forward me any relevant communication between you and customer support regarding the delay in your payment? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Ok i have sent 2 email conversations with them. but most communication with them i have hade in live chat and i dont have those transcipts but they have just basicly said they gonna fix it soon, im in line etc.

Thank you very much, vingrom2023, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 in the near future.

Dear vingrom2023,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Token Devils Casino representative to join this conversation.

Dear Token Devils Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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.

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,

Mirka