The player from Cyprus is facing issues with a withdrawal of her winnings of 2,500€, as the casino claims not to have received her documents despite her repeated submissions. She expresses frustration over the lack of response and feels scammed, having lost her deposit and profit.
Casino Alexa - Player’s winnings are delayed due to document issues.
Amount: €2,500
Casino Alexa
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Case opened
Current status
Waiting for Casino Guru to reply
3d 19h 41m 34s
Case summary
3 days ago
Public
Public
4 days ago
I deposit in this casino and i won 2500€. I send my docs and i make withdrawal before 3 days. Every day they kidding me. They don’t receive my docs… and every day said to me: wait some hours pls. I was send many emails. They dont do something. Is scam and i lost my deposit and my profit. 0,5/10
Public
Public
3 days ago
Dear sklivenow,
Thank you very much for submitting your complaint, and I’m truly sorry to hear about the difficulties you’re facing with Casino Alexa. Before we proceed further, I would appreciate it if you could provide a bit more information to clarify the situation.
- Could you please confirm how long the verification process has been ongoing?
- Additionally, could you let me know which documents have been approved so far and which are still pending?
- When was your last communication with the casino, and what was the discussion regarding?
- Lastly, is my understanding correct that your account no longer has any remaining balance?
Please note that the verification process may take up to 14 days once all requested documents have been submitted.
I look forward to your response and am here to assist you further.
Best regards,
Nick
Casino Guru is examining the case
Nick is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
