The player's withdrawal is delayed for over a month without any explanation. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Casino MGA - The player's withdrawal is delayed.
Black points: 143
Amount: €2,000
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
3 years ago
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3 years ago
Translation
I requested a payout on September 13th, 2021 which is still in PROCESSING up to now
Have written to live chat more times and keep getting the same answers I should be patient.
Here from the live chat:
Payments have been delayed due to the exceptional number of requests and multiple internal system challenges.
Please accept our apologies and know that we are doing our best to correct this situation and continue to meet your needs and maintain your trust.
I feel a little ripped off every other casino where I am it's there in 4 hours.
Automatic translation:
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3 years ago
Hello Nadine,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino MGA. Also please allow me to ask you a few more question before we would try to contact the casino.
Did you use any bonus to accumulate your current winnings? Are these your first withdrawal requests in the casino? Is your account fully verified?
Also please send us any evidence or communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer
Regards,
Nick
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3 years ago
Translation
I sent everything to the email. Did you get that?
Yes, a bounus was used and implemented.
I already had a payout of 900 euros which was completed on August 25th. After I submitted a complaint, the payment was on my account on August 31st, also played with Bounus.
My account is fully verified
I wrote several times and always got the same answer. Didn't add all the pictures otherwise it would have been too much.
Automatic translation:
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3 years ago
Thank you Nadine for providing additional information regarding the case. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck.
Regards,
Nick
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3 years ago
Translation
Thank you for the help so far, still nothing came, the payment is still on processing.
greeting
Nadine
Automatic translation:
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3 years ago
Hi Nadine,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino MGA to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Good day
Thanks very much.
I'm really disappointed with how the payout is going.
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3 years ago
Translation
Hello
Just wanted to hear what has come out now ..? Payout is still pending processing.
LG Nadine
Automatic translation:
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3 years ago
Hi Nadine,
So far, we haven't heard from the casino.
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
Translation
Good day
There is support, maybe you should turn to them ?! Unfortunately, you can't always set everything to unsolved.
greeting
Automatic translation:
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3 years ago
Hi Nadine,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
