Agent NoWager Casino - Player’s withdrawal has been delayed.

Completed a bonus wager. €2300+ in my account.

they took it away to be converted by technical department.

promised me within hours, then within 24hours, then few days. Its been 7 days now and they keep saying they are reviewing it but cant give an exact time frame.

they refuse to give me my money back.

i have 200+ emails and a pile of screenshots of them confirming the amount in my account before the ‘system’ took it out.

happy to leave a good review if this is dealt with swiftly

Dear syc4dnxg9z,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hi, youve gathered this problem wrong.

i completed a wager and had €2300 in my account in which they have confirmed. It was taken out to be ‘converted’. Its been 7 days now and this has not been returned to my funds. KYC is complete anyway, I havrnt got my funds back in order to make a withdrawal yet

its now been 8 days. And the €2300 from my account is still gone. I have had several emails saying they are actively working on this ‘complex’ case etc for the past 8 days. This is not complex. I signed up for a wager bonus, and i met all requirements. Chat confirmed i would get my funds back. The support team is outsourced company, so they have no relation to the ‘technical’ department who are reviewing my funds. Its been 8 days, and there is no direct way of contacting the actual agentnowager firm, only their outsourced support workers who dont have access to your account. Im being robbed

Thank you very much, syc4dnxg9z, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear syc4dnxg9z,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Agent NoWager Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Agent NoWager Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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,

Stefan