Casino Alexa - Player’s winnings are delayed due to document issues.

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

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

Can you confirm how long the verification process takes?

-4 days. That's not the problem. I send my docs every day and they say they didn't receive them, I'm waiting for a reply via email and they didn't reply. They make fun of me.

Also, could you let me know which documents have been approved so far and which are still pending?

- No record. I sent 15 emails and they are mocking me that they have no way to receive my records. And that they want to send me the money, but the issue got stuck here.

When was your last contact with the casino and what was the conversation?

-I send them chat messages every day. I talk to them every day. They told me that they would transfer it to the technical department... and the days just went by...

Finally, I understand correctly that your account no longer has a balance?

- No, there is no balance! All the money asked to be withdrawn

now they close the casino, or stop active the link page only for me… i dont find the site now

Dear Sklivenow,

I’ve checked the website, and it appears to be functioning correctly on my end. Could you kindly clarify where exactly you attempted to send the documents? I found the following email address for verification purposes: docs@casinoalexa.com. Additionally, have you tried uploading the documents directly through your casino account?

I look forward to your response.

Best regards,

Nick

No… with this email they didn’t received my docs. I send to this email my docs many times but after 1 minute i receive back error email

Dear sklivenow, 

I’m really pleased to hear from our forum that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru