Casino Elevate - Player’s winnings haven’t been received yet.

A total of 4 withdrawals from 1/29` have not been processed.

I've been reminding you every day via online chat for about a week now.

The reply was: Wait for me to contact you by email, repeat.

The email itself never arrived.

Even if I switch to it and contact online chat, I wait for an email with a fixed form and can't receive any other answers.

1/29 $97.5

1/29 $195

1/30 $97.5

1/30 $97.5

There are outstanding withdrawals totaling $487.5 for `.

Please help us with the collection. or no email response

Thank you for your cooperation

Dear sai1331,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for your support

I have already been authenticated.

Regarding withdrawals, I have already withdrawn 50 times.

All of a sudden I can't withdraw.

If it is still unresolved after 14 days, please take action.

thank you always.

It's been two weeks since the withdrawal was unprocessed.

It remains unprocessed.

We apologize for the inconvenience, but we ask for your cooperation in the collection.

Dear sai1331,

Have you received your withdrawal from the casino yet?

Thank you for your help.

I cannot accept any of the following.

1/29 $97.5

1/29 $195

1/30 $97.5

1/30 $97.5

You have outstanding withdrawals totaling $487.5 for `.

Today, at 9:00 PM Japan time, I was unable to log in to my account.

At the same time, I received the following email.

____

""We would like to inform you that your Casino-Octagon.com account has been temporarily or permanently suspended for one of the following reasons:

self-regulation

Attempt login with restricted IP/area

Multiple login failures

Duplicate account registration""

____

Of course none of the items apply.

Also, there is no explanation about unpaid winnings.

I can't believe it at all.

Demand full payment of winnings.

Is there any way to do this?

`Thank you for your help.

The access denial was lifted today.

However, there is no withdrawal.

Thank you for your reply, sai1331. Are all your withdrawal requests still marked as "pending"? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

`Dear Kristina.

Thank you for your help.

KYC has passed.

Withdrawals have been requested dozens of times and received many times.

Currently, there are 4 pending payments and applications.

I cannot accept all.

1/29 $97.5

1/29 $195

1/30 $97.5

1/30 $97.5

You have outstanding withdrawals totaling $487.5 for `.

One last question before we move forward with this complaint - have you received any explanation regarding the delayed withdrawals?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

We become indebted to.

The support response to live chat inquiries "why is the withdrawal slow?" is the same every time.

"We are currently reviewing your payment, chat support has no further information. Please wait for an email from our representative."

No matter how many times I contact you, this is repeated.

There is no email contact from the department in charge.

____

Thank you for your report.

The specific (Casino Live Support) reply is below

///

Please bear with me for a few moments while I check your account.

Your withdrawal request is currently being reviewed. The relevant department will contact you via email with an update as soon as possible. We have no further information available at the moment.

///

This is the repetition. I never got a reply email.

Thank you very much, sai1331, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 sai1331,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casino Elevate to join the conversation.

Dear Casino Elevate,

Can you please provide more information regarding the player's delayed withdrawal?

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.

Thank you for your kind response.

Thank you.

Dear sai1331,

I have tried to contact the casino repeatedly but apart from a random system message:

"Dear Michal,

We kindly request for the customer to follow our internal complaints procedure, of which information can be found in our Terms and Conditions.

Yours sincerely

ProgressPlay LTD"

I 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 Curacao Gaming Authority (info@gaming-curacao.com) 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal