Captain Marlin Casino - The player's withdrawal is delayed.

Hi, I have been waiting for my payment since 29th November, my documents where verified and my withdrawal request was accepted. I still haven’t received my payment. I have tried to speak to them daily via email, online chat and phone. I am getting told so many different things, the payment provider is having technical issues, the payment provider has tried to send the funds but it keeps getting returned, there is a delay because of a lot of withdrawal requests etc. They have now stopped responding to my email or online chat. I understand this isn’t a huge amount of money but it’s the principle in what they are doing

Hello Sophie,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue. Please allow me to ask you a few more question before we would move forward.

When was your account fully verified? Did you accumulate your current balance from a bonus or real money? Is this your first ever withdrawal request? What payment method did you use for the withdrawal?

Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.

Looking forward to your answer and I hope we will be able to help you resolve it.

Regards,

Nick

Hi,

thank you for your quick response. My account has been fully verified and excepted. I deposited £20 and didn’t use a bonus so all winnings where from real money. Yes this is my first withdrawal request and I used my MasterCard debit to deposit and I had to use the same to withdraw. My account is just saying withdrawal accepted and my balance is now 0 , so they have took the £175 from my balance. I am not getting anywhere with them , just saying that they are trying to send my money. I shall send you the screenshots I have from communication with them. Thanks again for your help

Hello Sophie,

If it's your first withdrawal, I would recommend to wait at least until the end of this week to receive your winnings.

We usually recommend to wait at least 14 days for the money to arrive as it takes longer to get the first payout due to verification and account check. If you wouldn't receive the money until Friday, we will intervene.

Ok , thank you! I will let you know on Friday if I have received it

Dear Sophie,

We haven't hear from you in a while. Could you please advise if you received the money?

Hi, I still haven’t received the money! I was told that they couldn’t deposit to my bank card so then they told me that I had to open a Bitcoin account to receive my withdrawal which I did and I am now ten days into waiting for that to hit my Bitcoin account! I have been trying to cash out this withdrawal for over 5 weeks now!!

Thank you Sophie, I will now forward your complaint to my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Sophie,

I’m sorry to hear about your delayed withdrawal. I’ll try my best to resolve the issue as soon as possible.

I would like to invite Captain Marlin Casino to join this thread and participate in the resolution of Sophie’s complaint.

Here is an update on my withdrawal. I have been trying to cash it out since 26th November. I was told they couldn’t send my payment to my card as they had an issue sending it. Then I was told I would need to set up Bitcoin which I did and put another withdrawal request in on the 15th December, I was then told they had sent the payment and they sent me a screenshot of this, however it wasn’t my Bitcoin address they sent it to. I then sent evidence of it not being my Bitcoin address ( a email with the Bitcoin address I sent them when putting in the withdrawal request) this proved that I had not given them the wrong address and they had made a mistake. They are now not replying to any emails and when I try to call them it just rings out

Thank you, Sophie, for the update. Unfortunately, we haven’t yet received a response from the casino. We will now try to get in touch with the casino team via other means.

We would like to ask Captain Marlin 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 this complaint as ‘unresolved’.

Dear Sophie,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.