Casino765 - Player’s withdrawal has been delayed for two months.

After depositing and playing, I decided to withdraw the winnings.After painful and frustrating process of id verification I was finally verified.I did submit the withdrawal from,my bank account and card details, I was waiting patiently for 2 weeks,the pending withdrawal was unchanged, I started to chat with online support.They told me that they will send a note to support team.I believed them, after couple of days still nothing.Again I chatted, they told me to wait.I did for another 2 days.Nothing happened.I sent countless emails to support team.one week and nothing, not a word from the support team.Then I chatted again about the issue.One morning finally,after 3 weeks the status in withdrawal section changed to PAID.One week passed no money in my account 😔, sent email again no answer, chatting with ladies and I was told that I was paid,on which I replied YES but I haven't received any money, they told me to check with bank.The Bank told me that I have nothing pending on my account.I sent email again, finally after some chatting again, I received an email from support team, apologizing that my emails landed in SPAM FOLDER, they reassured me that I will finally ready to receive my funds in one week time.

NOTHING HAPPENED,more than 2 months , countless emails (no answer) infinite chattings... horror of a frustration and disappointment.

They still tell me to be patient and WAIT.

They still telling me that I was paid but they never answered wat was payment reference.

Dear S,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Have you completed KYC account verification successfully in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is really a long time. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

No, it's first withdrawal.

I did all the verifications required by casino,they did accept everything.

I was advised to cancel my withdrawal and try again.

Thank you very much S for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Today I have spoken again with chatting team.They said that they have paid.I asked them under what reference the transfer was made.They reply that it's Money Fly.

I did sent them today another email.Hope they'll answer 😔

Hi,

Just wondering if you have any update from your examination 😐

Hello S,

I looked at your complaint and will do my best to help you. I would like to invite Casino765 into this conversation. Please, can you explain why this player is experiencing a problem with his withdrawal?

Yesterday I did chat with them they still say I should contact support team 👏😃 It's a scam and a joke. Apparently they are able to send deposit bonuses offers via their email.But no answer from my emails.THEY ARE SHAMELESS SCRUPULOUS CROOKS!

They will probably never reply ☹️

Dear Serocell22,

In cases where the casino is not willing to react on our request and we do not have a closer look on the case from both sides our hands are tied. If they won’t reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about your experience in our review.

Not a big deal for them.

I did spoke today with chatting team, again, they said that casino financial team will proceed with payment, which I doubt.

What this casino does it's criminal,there are people who expect the winnings to be paid and if it doesn't unfortunately some of them could harm themselves ☹️

This kind of casinoes have to be published on all social medias and shamed,the bank they work with to be made aware of their fraudulent activity.

Just letting you know that I did file a complain to Curacao license.

Hopefully they will read it, at least.

The casino doesn't even worry about my complaint, that corrupted they are.

The lady said that " Hopefully it will be solved"

Dear Serocell22,

We are very sorry for your troubles. Unfortunately, our ability to help you is very limited in this case.

Because you are already solving this case with Curaçao eGaming License (which has higher authority then we) and we didn't find anything that we can use to convince the casino to pay you your winning. I will close this case with status "waiting for regulator decision." 

Please let us know when you will receive the official answer from Gambling Commission, and we will update the case accordingly. Write to me please on yuliia.k@guruadmins.com and I will make an update here.

Best regards,

Juli

We’ve reopened this complaint as per the player’s request.

Additional information from the player:

"After 3months of waiting and sending countless emails, I have finally lost my hope and filled out complaint at Curacao gaming authority.They did not answered yet, and also I have casino know about my intention.Magically I have received an email asking for my bank account details,as the funds would go via wire transfer.

I was suspicious, but I gave everything again.

After 3 days I did receive the money.

Also they suddenly block UK automatically."

Dear Serocell22,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli