Casino MGA - Player’s withdrawal has been delayed.

ok I won €500 and it was friday today is monday and my withdrawal is still displaying as awaiting most times when I talk to chat they end it ...saying my account is been checked all I want now is my withdrawal and why its talking so long I dont no but looks like they dont like to pay out . I never had this experience ever in any other casino

Dear BigMick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that this has been your first withdrawal request in this casino? Have you completed the account verification successfully in the past?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

yes all documents are verified and every time I talk to chat they repeatedly say the same message and end chat with me ..were now on 5th day which 3 off them are working days and my withdrawal is still awaiting..they are banned from every site apart from this one as I went through casino guru for reviews before playing on a casino ...and only after I made a deposit and won 500 I clearly see they are banned for working with fake licence

Thank you very much, BigMick, for your reply. As I mentioned earlier, 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, especially if it’s your first withdrawal. Could you please advise if it is your first withdrawal attempt in this casino?

Another cause of delay could be, if you have you accumulated your winnings with an active bonus. All the requested withdrawals are being checked manually and if you have redeemed any promotional offer when depositing, the entire bonus session would be audited for any terms of use violations. 

I totally understand that it might take a few days but it's the repetition the site has that's worrying and when I ask the site they threatening to block me and at the point they are refusing reply to my emails ... i have never played a bonus ever on any site ..

its well over 48hrs

Thank you very much for your quick reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

thank you

ok it's now 7days and my withdrawal is still in awaiting and iv contacted chat yeah again and there sending the same repeated messages and I had asked for a contact email for a manager 3 times to take it up with them and I'm been refused and told to have a nice day ...

wont put me in touch with a manager

Hello Michael.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

iv asked them today for a email address for there manager 3 times they refused and asked them to contact financial department and refused I told them I was concerned that there blocked everywhere and told me dont believe everything I read ..my withdrawal is still in awaiting process a week later and told be patient . I stated that they advise 24/48 process so why am I waiting a week

10 days now since my withdrawal request and still been told same thing ...be patient your account is verified but still have my account in awaiting and refusing to process it

latest update is it's now 8 working days and chat block me from contacting them ...this site casinomga should be blocked

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’.

Hello Michael.

Please, is there any new information about your case?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will consider your case got resolved.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Michael.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru