1678PG Casino - Player's withdrawal has been delayed.

I followed the casino's instructions for making deposits to be able to make withdrawals. When I reached level 3 and had a substantial amount of 2,000, I attempted to withdraw it, and it initially seemed to go through. However, it remained in processing and never appeared in my account. The next day, I logged in and saw that the funds had been returned to my wallet. When I tried to withdraw again, it didn't work.

I tried every possible way to contact them, even making a new deposit of 10.00 to see if that would help, but it didn't. When I tried to access the games, I received messages saying "This operation is currently limited, please contact support" and other games indicated they were under maintenance.

After a few days, I managed to get in touch with them, and they told me that I needed to reach level 4 to withdraw the frozen amount, claiming that my account was at risk, or something like that. I believe this is just a scam to avoid paying out. I still needed 190.00 to reach level 4, and I haven't deposited that amount yet because I'm afraid it might not be true. I play on other platforms and have never encountered anything like this.

I hope you can help me. Thank you!

Dear Sasa2024,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawals.

To better understand and address your situation, could you please provide us with the following additional details?

• Can you share the exact dates and times of your attempted withdrawals and the messages received from the casino?
• Could you provide screenshots or any other documentation of the error messages and communication with the casino's support team?
• When you contacted the casino, did they give any further explanation as to why your account was "at risk"?
• Have you experienced any similar issues with this casino before, or is this the first occurrence?

If you have any relevant email communications or documents that could help clarify your situation, please forward them to petronela.k@casino.guru.

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

Dear Sasa2024,

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.

Hi Sasa2024,

• When you contacted the casino, did they give any further explanation as to why your account was "at risk"?
• Have you been asked to provide any personal documents to verify your account?

Thank you.

They didn't say why it was at risk. Just that it was at risk and would have to go up to level 4 to make the withdrawal.

But I was afraid of making another deposit and it wouldn't be possible for me to withdraw what was stuck there.

Document was not requested.

Hi Sasa2024,

• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

Thank you.

It was casino games like pg slots!

I don't remember if it was with a bonus, but in my memory it started with a small bonus and then I started making deposits until I saw that the withdrawal wasn't correct so I stopped!

I haven't joined the platform since then, I'm trying to resolve it here with you, as the last contact I had with them was precisely for me to make another deposit and then I was scared and didn't take the risk.

I really ask you to help me, this money would help me a lot.

But I'm finding it so difficult 😪

Thank you very much, Sasa2024, for providing all the necessary information. 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 in the near future.  

I'm hopeless

The bookmaker I think has been excluded!

So this makes it more difficult 😪

Hello, Sasa2024,

I am sorry to hear about your unpleasant experience. I will try to contact the casino and do my best to resolve the issue as soon as possible. Can you only provide me with the information on whether you are able to access the casino website, and if so, to send me a link to it?

Dear 1678PG Casino team,

Could you please explain the player's situation in more detail? What needs to be done on her side to withdraw her disputed winnings finally?

Can you provide her with detailed instructions?

Dear Sasa2024,

Unfortunately, since we have not received any response from the casino regarding the issue, 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. We usually provide casinos with 2x7 days to respond, however, it makes no sense to keep the complaint open longer since the casino website looks to be not operating anymore (no option to get any contact), we have no relevant contact in our system set up as a casino representative (complaint notifications are not sent to anyone from the casino so no one knows about it), and no one contacted me back outside the thread at all.

In case of any questions, 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.

Best regards,

Branislav, Casino.Guru