Casino MGA - Player’s withdrawal hasn't been processed.

Ich habe letztes Jahr am 5 Juni 3000 Euro versucht auszuzahlen. Ich hatte einen Boni und habe mich an alle Regeln gehalten. Hatte auch schon vorher das gleiche mit Boni und hatte gewonnen. Aber nicht so viel. Die Auszahlungen haben geklappt. Bloß einsehen kann ich das nicht da der Verlauf gelöscht wurde . Jetzt werde ich immer vertröstet und dann kommt das Geld zurück auf mein Spielerkonto und soll es neu anweisen. Das ist jetzt 2 mal passiert. Werde immer vertröstet und angeblich sind die Probleme behoben usw... weiß was ich machen soll

Liebe Grüße

Marco R***

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

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.

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.

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?

Die Auszahlung ist per Überweisung auf die Bank. Diese Methode habe ich immer genommen. Aktuell steht meine Auszahlung auf akzeptiert.

Could you please indicate when did you receive your last withdrawal? Approximately how long did it take to process the previous withdrawal?

Meine Beträge die ich ausgezahlt habe gingen relativ schnell. Unter 1000 Euro 3 bis 4 Tage und über 1000 fast 21 Tage. Über 1000 war bis jetzt 2 oder 3 mal der Fall. Die 3000 ist das zweite oder dritte Mal. Kann leider nicht sehen wann ich das letzte mal erfolgreich ausgezahlt habe. Aber das war im Frühjahr 2021 ungefähr. Kann leider nicht mehr sehen wann ich meine letzte erfolgreiche Auszahlung gemacht habe. Im Account wurde der Verlauf gelöscht.

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.