CasinoMarriott - Player is complaining about long withdrawal process.

Hey! Played at casino martiott in december. Made withdrawals on my winnings but no money came. Have repeatedly asked them to check where the winnings went. Have both emailed their payments Mail and asked in the support chat. On my gaming site, I do not get any transactions at all. Have asked the casino for an extract on the withdrawals. But the chat refers to the email and on Mail they do not respond.

Dear Eva72,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Could you please advise whether this was your first attempt for a withdrawal? Which payment method to withdraw your winnings have you opted for? Have you accumulated your winnings with or without an active bonus?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Eva72, thank you for your email. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. 

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hey! my first withdrawal was in december 20, I have tried to make withdrawals to my bank account. I'm not quite sure if there was a bonus or not. In my gaming account there is no history of either deposits or withdrawals. I have asked the casino to get an excerpt. I have been in contact with the support several times and they say withdrawals have been made but can not verify where and when. They refer to the email and when I wrote to them (several times) I do not get a response.

Thank you very much Eva72 for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Eva72,

I looked at your complaint and will do my best to help you. I would like to invite CasinoMarriott into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the CasinoMarriott 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 the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.