The player from Germany tried to withdraw his winnings, but the withdrawal hasn't been processed. We rejected the complaint because the player didn't respond to our messages and questions. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Casino MGA - Player’s withdrawal hasn't been processed.
Black points: 228
Amount: €3,000
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I tried to withdraw 3000 euros on June 5 last year. I had a bonus and I followed all the rules. Had the same thing before with bonuses and had won. But not so much. The payouts worked. I can't see it because the history has been deleted. Now I'm always put off and then the money comes back to my player account and I have to transfer it again. This has happened 2 times now. I'm always put off and the problems are said to have been fixed, etc... I know what to do
Best wishes
Marco R***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear Marco,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you passed the KYC verification?
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
Dear Marco,
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 reject your complaint.
Public
Public
2 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Public
Public
2 years ago
We’ve reopened this complaint as per the player’s request.
Thank you for your email, fival1982. Which payment method to withdraw your winnings have you opted for? Was it the same one you used before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?
Public
Public
2 years ago
Translation
Payment is by bank transfer. I have always used this method. My payout is currently set to accepted.
Automatic translation:
Public
Public
2 years ago
Could you please indicate when did you receive your last withdrawal? Approximately how long did it take to process the previous withdrawal?
Public
Public
2 years ago
Translation
The amounts I paid out went relatively quickly. Under 1000 euros 3 to 4 days and over 1000 almost 21 days. Over 1000 has happened 2 or 3 times so far. The 3000 is the second or third time. Unfortunately, I can't see the last time I successfully paid out. But that was around spring 2021. Unfortunately, I can no longer see when I made my last successful payment. The history has been deleted from the account.
Automatic translation:
Public
Public
2 years ago
Dear fival1982,
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.
