The player from Germany has been trying to withdraw winnings since March. She got her winnings in almost two months.
Casino MGA - Player’s struggling to withdraw winnings.
Amount: €3,400
Casino MGA
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.6
Casino MGA has a Safety Index of 1.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I asked for a withdrawal on March 3rd (€ 3400). I was still waiting for the money, nothing there. After a few days I will write to you. Quick answer by e-mail: "We are working on it, please wait 7-21 working days (Mon-Thu). Two weeks later I wrote again and asked what was taking so long. Another quick answer came" please for patience ". Finally 21 working days over (one month and five days). I'm writing again. Answer:" We apologize, we don't know how much longer, because of Covid 19 situation, our staff has been reduced ". In all of these Time since I've been waiting I've lost about 2000 €. I never thought that something like this would happen. How can I solve this? There is no solution to such fraud. I'm 100% sure I don't see any money.
Automatic translation:
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3 years ago
Dear Marina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you ever made a successful withdrawal before? Could you please confirm that you passed the KYC?
Also, could you please indicate how much money is left in your account? Is €3,400 your current balance, or the balance before you lost €2,000?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Thank you very much Marina for your emails. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any additional documentation. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated.
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3 years ago
Hello Marina,
I looked at your complaint and will do my best to help you. I would like to invite Casino MGA into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
We would like to ask the Casino MGA 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’.
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3 years ago
Translation
Hello Viliam, my status in my CasinoMGA account has been showing "withdrawal accepted" since yesterday. Nobody contacted me for sending for more documents. I wrote to the casino again yesterday. They say that I have to wait ten working days until I have the money in my account. (I didn't know that an over-whitening could take that long). They say the casino money is out. Now I just have to wait ten days and see what happens. best regards
Marina
Automatic translation:
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3 years ago
Dear Marina,
thank you for informing me. I'll set the timer for 14 days, please let me know when you'll receive your winnings.
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3 years ago
Translation
Dear Viliam, I received the money from the casino today. Finally since 03/03/21. Many thanks for your help! Greetings from Marina
Automatic translation:
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3 years ago
Dear Marina,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
