CasinoCastle - Player’s struggling to access her account and withdraw the winnings.

I was playing on a bonus I had gotten thru the play thru and reached out to customer support on the live chat and also thru email I asked about the withdraw process I never got an answer when I tried to log back in it say my account doesn't exist. Can't get any respone

Dear Riridel,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Have you received any registration email from the casino? If yes, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have not been able to reach casino castle I messaged their support page inquiring about the withdrawal requirements then got out of the casino, when I tried to log back in it said my User ID or password was wrong so I hit forgot password, it wanted the email associated with my account when I typed my email adress it said my email was not in their system. I have not been fully verified I just signed up with them not even a full month. I will check my email and forward if needed thank you

Thank you, Riridel, for your reply. I will be waiting for the registration email patiently.

I don't have one I have plenty of email from the casino but not one for the registration

Thank you very much, Riridel, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello Riridel, 

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoCastle to join the conversation and to aid in the resolution of this complaint.

Dear CasinoCastle,

Can you please advise as to what has happened to the player's account?

Thank you so much! 🙂

Hello Riridel, 

I have made contact with the casino via Skype and will extend the timer while we await a further response.

Great thanks for keeping me updated

We would like to ask CasinoCastle 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.

Dear Riridel,

I am still waiting for a response from the casino via Skype, I will allow them some more time to provide some information and hopefully, we will be able to resolve the issue.

Dear Riridel,

I have tried to contact the casino repeatedly but without any further success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing 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 may 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 am sorry I could not have been of more help on this occasion.

Best regards,

Adam