The player from Germany has been waiting for her withdrawal for 2 weeks. 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: 44
Amount: €300
Casino MGA
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
Public
Public
2 years ago
Translation
Dear ladies and gentlemen, I have been waiting for my payout of 300e for two weeks. This is my first payout from casino MGA. Every day I write online with the casino MGA employee and the same answer I have to wait 21 days because of notification that I have only paid out my winnings please help LG anetta l***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear anettka700,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you have successfully passed the KYC verification? Have you accumulated your winnings with or without an active bonus?
What is the current status of your withdrawal request, please? Is it marked as pending or processed in your account?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
I successfully passed my KYC, I also gambled away the bonus, only the casino does not react to my messages, they simply ignore me, best regards, Ms. anetta l***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear anettka700,
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 in 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 to resolve 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.
