Casino Charles - Player’s withdrawal was delayed.

I am having a problem with my withdrawal from this casino. I deposited 300 SEK and won some money. After winning, I had to go through the verification process and withdrew 5000 SEK since that is the maximum amount you can withdraw at a time. However, I still have not received the money in my account, and it has not been returned to the site. I've tried emailing them, but they respond to questions I didn't ask and avoid addressing the problem instead of giving me an honest answer. I called my bank, and they suggested I go to the police, which I don't want to do, but I might not have any other choice soon. They also take money after the withdrawal.

I made the withdrawal on June 1st, and still, no money has come through. I've also made several other withdrawals, but no money has arrived.

Dear Andersson209,

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 from the casino in the past? (payout reached your bank account)
• Have you accumulated your winnings with or without an active bonus?
• When was the last time you were in contact with casino support?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

No. Haven't taken money out of them before. First time I played on their site.

sent a file with the conversation on the case last time. Do you see them? was in touch with them most recently today but they are taking a long time to respond.

have not used bonus or free money

sent with screenshots when the case was created

Have sent screenahots and a transcript from the email conversation to your email.

Now they write that there is only one withdrawal, but I know that I made 3 separate withdrawals. 5000+5000+4500. Can I send my login details to your e-mail to the casino, then it is possible to see withdrawals and deposits there, but they are shown in a whole list with all the spins registered as well. Is therefore difficult to take screenshots because you have to see the whole. Have no problem handing them out, will still close the account as soon as everything is paid out.

Got an email from them. I then wonder how they can withdraw an amount to the system but there was money left and I then withdrew it as shown in the screenshots.

with took payment for the withdrawal but there was money left so how can it work. They took a sum for me withdrawing money. It's so weird

If it is as it says in the screenshots, that they confiscate the remaining money after the first withdrawal but they didn't and I could play and make more withdrawals. I should not have to suffer, because this is difficult for me, as I have waited for the money and put off bills that should be paid with this money. Am a single unemployed mother and thought this money could make the summer a little more fun for the kids. So disappointed and sad.

Got money from them but only SEK 4500. My first withdrawal was SEK 5,000 and the last was SEK 4,500. How can they say they removed money after the first withdrawal when I get paid the third withdrawal. It's creepy!!!!

Thank you very much, Andersson209, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Andersson209!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

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. 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 might 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. In the meantime, I recommend you contact the Kahnawake Gaming Authority (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team