The player from Germany has been waiting for his withdrawal for 6 months. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Casino MGA - Player's withdrawal has been delayed.
Black points: 145
Amount: €800
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
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
It's been almost 6 months and I write to the support regularly. Now I was told yesterday that it has been taking so long that it would be faster if we canceled the amount again and I applied for a payout again. Of course they would be very sorry. Now I see that you have already helped many. Could you please help me too?
Automatic translation:
Public
Public
3 years ago
Dear Christian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have been trying to withdraw your winnings for 6 months?
Have you ever made a successful withdrawal before? Could you please confirm that you passed the KYC?
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
Public
Public
3 years ago
Translation
Yes, I passed the KYC and I was put off over and over again. First, the 21 days were pointed out, then I was asked to be patient, and then it was always said that the processing was still being checked by the relevant department. I have never withdrawn anything from this casino before. Will also be the last time.
Automatic translation:
Public
Public
3 years ago
Thank you for your reply, Christian. What payment method to withdraw your winnings have you opted for? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?
Public
Public
3 years ago
Translation
Well, the amount was back in my player account today. I had it transferred immediately via bank transfer. Payout is now in process.
Automatic translation:
Public
Public
3 years ago
Translation
So, even today I received my confirmation for the withdrawal request, whereby I was again informed that the withdrawal takes 7-21 working days.
Automatic translation:
Public
Public
3 years ago
Translation
I'm excited to see what comes out this time. As I said, the last attempt was almost 6 months since nothing
Automatic translation:
Public
Public
3 years ago
Sounds like we are on the right track now! I will set the timer for additional 14 days to give the casino enough time to process the payment, so please, keep us updated in the meantime. Thank you in advance.
Public
Public
3 years ago
Translation
Soo, until today nothing has happened again, it's again (in progress).
Automatic translation:
Public
Public
3 years ago
Dear Christian,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of Casino MGA to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Casino MGA. I wish I could be of more help.
The casino can reopen this complaint anytime.
