CasinoMarriott - Player’s withdrawal has been delayed for over a month.

I have been waiting for my withdrawal from my wins since 17th December and got an email saying on its way twice. First time I had to resend my bank details and then got an email 7 days ago to say my money is on the way but nothing and each day I email and instant message on their site but no-one is responding. The instant message team are great but payment team and my account manager now not responding for 2 weeks!

Dear Tracy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for and if you’ve received any tracking number for the payment from the casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is really a long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

The first withdrawal was done on the 17th December via bank transfer and then they supposedly had an error and it bounced back so I resubmitted my international bank transfer details and after chasing again and adding to the withdrawal got an email from their finance payment team stating they had sent the money to my bank on the 11th January and still no sign. My last withdrawal took 2 working days! They do not respond to any emails and their T&C state only contactable via email and 7 to 8 working days by bank transfer. They’ve failed on all accounts. My accounts are now bouncing as no funds due to this! Please assist. Thank you kindly

Thank you very much, Tracy, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Much appreciated and very much look for a close to this and my money received! It’s just too stressful for words . Thank you for your kind assistance

Dear Tracy,

I’m very sorry to hear about your problem. I’ll try my best to resolve your case as soon as possible.

I would like to invite CasinoMarriott into this conversation.

Dear CasinoMarriott,

Can you please confirm the current status of Tracy’s withdrawal?

Thank you. I’ve been in touch with the online live chat and they have again said that the payment team will be in touch to tell me the issue but I’ve been promised a response since the 11th and no response from any department of casino Marriott! I’m stressed beyond and am only asking for what is due to me, nothing more nothing less! My last transfer from my winnings took two days to the same bank! Enough excuses!

Dear Tracy,

I completely understand your frustration. We are now trying to contact the casino representative who will be able to clarify the situation. Until we get an answer, we will have to stay patient. In the meantime, please keep us posted here on any news regarding the issue.

This is so true to this casino .... no response ! So disappointing but will not rest until it’s funded

I have had an email from the payable team stating they processed 500 which should be with me in 2 days and 2800 will be transferred on Monday. Reason COVID outbreak.

Dear Tracy,

I’m glad there’s good news! I’d like to kindly ask you to let us know when you receive the payment or if there’s any other news.

hi absolutely as I have been promised at least 4 times before

greatly appreciated

Hello,

Thank you for contacting CasinoMarriott support.

We sincerely apologize for the delay, due to some staff changing in finance and back office department. This will never repeat itself.

We processed the transaction for this user.

Best regards,

CasinoMarriott Support

www.casinomarriott.com

Hi team .

As previously mentioned only part of the 3300 was deposited and the casino has assured me that on Monday 1st February the remaining 2800 will be deposited back to my bank as a bank transfer .

many thanks

Today I was suppose to get notification of my final withdrawal which goes back to December snd even after : two emails to payment team, customer service and manger and daily live chats who stated it shows that today the transfer should f happened ( screenshots available). No response and still no funds!

Still awaiting my 2800 transfer

Thank you, Tracy, for the update.

Dear CasinoMarriott,

Can you please confirm that the remaining amount has been sent to Tracy’s bank account?

Hi team still no response or money paid! Not answering any email and live chat constantly say don’t worry and they’re leaving messages for the finance team!

I was advised my the curaçao chamber of commerce that on the 11th November the registration number quoted on their site expired on 11th November !

Dear Tracy,

Thank you for the information.

We would like to ask 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’.

Dear team

after a few stressful months and many emails and live chat conversations the casino marriott has now refunded my payment . This is now resolved on a positive note

thanks

Dear Tracy,

I’m sorry that your withdrawal was delayed for nearly 2 months but I’m very glad that you’ve now received your winnings. Thank you for using the Casino Guru complaint resolution center. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej