The player from Austria has been waiting for his withdrawal since September. The complaint was closed as 'unresolved' as the casino failed to respond.
Casino MGA - Player’s withdrawal has been delayed.
Black points: 77
Amount: €1,251
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.
2.1
Casino MGA has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I requested a payout of € 1251 on September 28, 2021 after I had implemented my bonus and was able to report the profit in this amount.
According to the confirmation email, the payment will be transferred to my specified account in 7 to 21 working days.
However, until today, November 4th, 2021, no money has been received, the customer service is constantly put off or informed that I should be patient a little longer.
I am unfortunately really at a loss, so I turn to you.
Kind regards
Markus
Automatic translation:
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3 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings you have opted for? Was it the same payment method as previously?
What is the status of your withdrawal, please – is it pending or processed?
If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Thank you very much Markus for your reply. I will now transfer your complaint to my colleague Adam 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.
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3 years ago
Hello Markus,
I have reviewed your case and will now attempt to contact the casino to see if I can help.
I would like to invite Casino MGA to join the conversation and participate in the resolution of this complaint.
Are you able to provide any insight into the reason for this delay?
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3 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Dear Markus,
I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.
I wish I could be of more help.
Best regards,
Adam
