The player from Ukraine, who had a verified account, had reported that his withdrawal request of $250, made two months earlier, had not been processed by the casino. This amount included $150 won from a no-deposit bonus and a $100 deposit. The Complaints Team had acknowledged the player's issue and had initiated communication with the casino to understand the reason for the delay and to expedite the payout process. Despite repeated attempts to contact the casino, the team had received no response. As the casino operated under a poorly reputed license and didn't refer to any Alternative Dispute Resolution (ADR) service, there was no gaming authority to escalate the issue to. The complaint had been marked as 'unresolved', potentially affecting the casino's rating. The team had advised the player to choose casinos based on their reviews and ratings in the future.
CasinerX Casino - Player's withdrawal has been delayed for 2 months.
Black points: 37
Amount: $250
CasinerX Casino
Safety Index:LowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I make withdrawal request 12.07.2023 and this casino still didn’t complete it. Of this total amount, $250 is $150 won from the no-deposit bonus, and $100 is my deposit, which was a prerequisite for withdrawing money. My account in this casino has been verified.
Dear don4yk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before?
Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can 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
Thank you very much, don4yk, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear don4yk,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a CasinerX Casino representative to join this conversation and participate in resolving this complaint.
Dear CasinerX 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.
Dear don4yk,
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 with a bad reputation license and doesn't refer to any ADR service, there is practically 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
