Shabani, a citizen of Switzerland, requested a withdrawal of €6,900 and sent the casino all the documents that were needed for his account verification. But shortly after that, his account was blocked due to casino claiming that he was not a Swiss citizen. Shabani had sent about 100 emails to the casino asking them for any kind of an update but they never answered him. When our team member tried to contact the casino to receive any information, they also ignored us and never responded either. The complaint remains unsolved.
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提出日:
8/2019
未解決
Casino Guruの決定
支払い遅延、ステータス不明
係争額: £3,000
Extremely delayed payment.
The player requested a withdrawal of £3,000 that was processed right away. But on inquiry as to when it would be paid, they were told that there was a problem with the payment provider, RadiantPay and that it was being resolved. Later on, the player found out that the casino was sold and bought by Wallmer Promotions Ltd and their website wasn't working any longer and they weren't receiving any responses from them either. When our representative contacted the casino support team for a resolution, they also received no response from them and that is why this complaint remains unresolved.
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提出日:
5/2019
未解決
Casino Guruの決定
支払い遅延、ステータス不明
係争額: £300
Delayed withdrawal process.
The player requested a withdrawal, sent all the documents that were needed for their account verification and six months later, they still didn't receive the money. Later on, the casino wrote the player that they would be compensated for the delay and that they also found out what was the holdup. They claimed that their previous card payment provider gave them false information regarding players refunds and they started legal actions against them after that. Once we've contacted the casino for resolution, they never responded to us and the complaint remained unsolved.
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提出日:
6/2019
未解決
Casino Guruの決定
支払い遅延、ステータス不明
係争額: £1,500
Extremely delayed withdrawal payout process.
The player requested a withdrawal but it happened to be delayed for an unknown reason. The casino said that the payout would take no more than 30 days but six weeks later, the money still didn't arrive at their account. The player kept on contacting the casino to speed up the process and were promised to receive their winnings in one week. That didn't happen either and shortly after that, the casino stopped contacting the player. Once we've contacted the casino to resolve this issue, they didn't reply to our request and the complaint stayed unsolved.
