18HOKI Casino - Player's withdrawal is delayed.

I made my deposit over two weeks ago for £150. I have emailed but had no response.

Dear Summer18,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hi Nick

It isn’t my deposit that’s missing but a withdrawal that I made 16 days ago.

thanks

Dear Summer18,

Thank you for the clarification. Could you confirm if your account is fully verified and whether your balance was accumulated using real money or an active bonus?

If possible, please forward any communication between you and the casino to nikolas.b@casino.guru.

Best regards,

Nick

Hi Nick

The account is verified and I used real money rather than bonus funds to accumulate the winnings.

Ill send over the email but I haven’t had any response.

many thanks

Dear Summer18,

Can you please advise if you did forward the e-mail as I haven't received anything so far. If yes, can you please give the address you sent it from.

Awaiting your response.

Regards,

Nick