Ares Casino - Player’s withdrawal hasn’t been processed.

I have been waiting for a withdrawal for over 2 months the casino keeps asking me to be patient but there own terms and conditions say withdrawals take 21 working days maximum

Dear Steven,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm you passed the KYC verification?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Hi yes I’ve passed the verification. No this is the first an only withdrawal I’ve tried to make and I’ve deposited £700 into the casino in total. I first made the withdrawal on the 8th of October I was told it would take a maximum of 21 working days. It was cancelled on the 3rd of November after 19 working days by the casino due to a technical error on their part apparently. I was told to make the withdrawal again an it would be made a priority. Now after another month and another 26 working days my withdrawal is still pending. I have been on emails an live chats an they have repeatedly lied to me and told me to be patient. The way I have been dealt with is a total disgrace they have ignored some emails but I do have some where they have responded and if I speak on live chat they tell me to be patient. It’s been over 2 months now

Thank you very much Steven for your reply and email. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Steven,

I have reviewed your case and understand the situation. I will try to contact the casino and see if I can help.

We would like to invite Ares Casino to the conversation and to participate in the resolution of this complaint.

We are extending the timer by 10 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Steven,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could be of more help.

Best regards,

Adam