CasinerX Casino - Player's withdrawal seems delayed.

I joined this casino on 28 March and made 2 x $25 deposits. I won $100 and asked to withdraw, and was asked to send ID, bank card and a photo of my holding the ID. I did so and was told my account would be verified in 48 hours. On 2 April it hadn’t, I messaged and the online chat confirmed this would be authorised and paid that day (by this time I had increased my winnings). Evidence attached. This was not paid, when I asked why I was told no documents were received despite being told they had them and account not verified. Since then (2 April), all messages and emails have been ignored (I have sent MANY) and my withdrawal is still pending and account not authorised. I believe this is a fake casino and can’t see a license. I am not sure what to do to get the money I am owed and urge a criminal investigation against this website https://casinerx.com/ Money owed is USD but I could find a USD option in the list (I may have missed as list is not A-Z).

Dear jhoulder2,

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 have a complete picture of the situation.

• Would you be able to submit the conversation where you were told no documents were submitted?
• Do I understand correctly the withdrawals are still pending in your account?

Also, note I adjusted the disputed value to be in USD.

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,

Tomas

Hi Tomas

Please see screen shots.

1. Screen shots showing they HAVE received documents and will verify and process the withdrawal (penultimate screen shot)
2. Screen shots of information prior to the penultimate screen shot saying my account was not verified and to send documents (note these were sent AFTER the message confirming they had them)

And yes, my withdrawal has been pending now since 9th April, and all others were cancelled by them.

Many thanks

James

Thank you very much, jhoulder2, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi jhoulder2,

I've just reviewed your case and fully understand your concerns about the withdrawal of your winnings. I will contact the casino and we'll see what can be done to help you when it replies.

Dear CasinerX Casino, I'd like to invite you to join this conversation and take part in the complaint's resolution. Could you please share more information regarding the player's case? Would you please confirm receiving all the documents the player has provided for the verification? What is the approximate time when the withdrawal request will be processed by your side?

Looking forward to hearing from you.

Best wishes,

Natalia

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.

Please note the casino has continued to ignore all of my messages via email and chat. They are not resolving their end. I suspect they are fraudulent and would advise anyone against using this website.

Hi jhoulder2,

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 Costa Rica 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,

Natalia

Hi everyone, we would like to reopen the complaint at the request of the casino.

Dear CasinerX Casino, I'd really appreciate it if you could share more information regarding the case to help us understand what happened to the player's withdrawal request.

Hello everyone,

So this is what happened in regards to this case.

When the user Jhoulder2 made a deposit and won in slot games, He contacted our representative using live chat and made a withdrawal request. Our live chat representative explained the regular procedure, That in order to withdraw the funds user needs to verify the identity. He did send the required documentation.

After checking the documentations sent by the user we saw that the credit card that was used for deposits and withdrawal request was about to expire. The following was notified to the user jhoulder2 via email, on which he responded that he had canceled the above mentioned card, That is the reason for funds not being sent.

Casinerx is a reputable casino by many players, our regular and new clients never have problems with either withdrawing their winnings or depositing, When the documents provided are in order. I will also Attach above mentioned email by the user below.

Best Regards,

CasinerX

This message was sent on 27th April - funds were requested on 2nd April. The card was cancelled as I suspected this was a fraudulent website after you failed on numerous times to respond, and you are now attempting to pull the wool over the eyes of people on this forum. To date, you have failed to communicate with me and you have failed to send my money, you are only communicating via this site to find more people to con. If you want a positive response, I suggest you send me the money - it doesnt matter if my card was cancelled, you can still send money to it!

Hello jhoulder2,

As I have said we have to verify the card to which we are sending the funds. Fraud department needs to check for the person the funds are sent. And also if the deposit and withdrawal cards are different that is a problem for us.

You have not said that, nor have you provided a resolution! I suggest you resolve this rather than providing false information immediately. I have a Paypal account and a Crypto wallet, which details woudl you prefer to transfer across the $424?

What do you mean ? 🙂 Since the Withdrawal request (for a reason I mentioned above) was canceled, The funds of 424$ were transfered back to your account and you have played that balance on this date: 2023-04-29

The amount you have on your balance at the moment is 0.22$. I am also Able to provide screenshots of the game bets you made on the 2023-04-29. There is nothing to withdraw.

Dear CasinerX Casino, thank you for the explanation.

Dear jhoulder2, unfortunately, we cannot keep resolving your complaint since you have already lost the money in question before we closed the complaint as unresolved for the 1st time. You mentioned you canceled your card, in that case, we would suggest choosing a new payment method and keep waiting. We always recommend players wait until there's a resolution of the problem from the casino or until we come to any final conclusion and not to play with that money, since we as Casino Guru cannot return to you what you gamble away on your own will. In some cases, players wait for 3 and more months until their withdrawal request is finally processed.

I understand it might be frustrating since you had to wait for so long for the response from the casino here and it was natural to keep playing using the money that was returned to your balance. But due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia