CasinoCastle - Player's withdrawal has been rejected.



Dear hotrod666le,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Please could you elaborate? Have you provided all the required documents to pass the KYC? Have you ever made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Not too many questions I did complete the playthrough on the bonus the wagering requirement it said nothing about having a $25 deposit that I read it was my first time to withdraw from this casino I was excited. They were still talking to me I told them I'm gladly make a $25 deposit to have my $200 and the guy in the chat said that it's no longer withdrawalable

And I sent everything to verify the same thing that I sent to wild casino and they always do me right

Thank you for your reply, hotrod666le. Could you please clarify which bonus you activated? Also, do I understand correctly that you made your last successful deposit on the 25th of November?

Yes that was my last deposit been playing at casinos that actually payout. Putting my money in the sports casinos they pay you and are legit. Think it was the 10 dollar promotion I will gladly deposit 25 to get my winnings

Thank you very much hotrod666le for your cooperation so far. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

You guys are always so friendly thanks

Dear hotrod666le,

I apologize for the delayed response. I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite CasinoCastle team to join this thread.

Dear casino team,

Could you please state the reason why was hotrod666le informed that their winnings were no longer available for withdrawal?

Dear hotrod666le,

We got in touch with the casino representative. So far, the only information we received is that it appears that there is no balance left in your gaming account. We’re currently waiting for them to clarify the situation.

As additional time is needed to investigate the issue, I’m extending the timer by 7 days.

Dear hotrod666le,

Unfortunately, the casino representative stopped responding. We will now try to contact the casino via other means.

We would like to ask CasinoCastle Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Dear hotrod666le,

The casino representative informed us that you’ve played your remaining balance down to zero.

I’m afraid that if this is the case, there’s not much we can do. Could you please comment?

Dear hotrod666le,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because hotrod666le has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.