The player from Italy has requested withdrawals six weeks ago. Unfortunately, they have been pending since. The casino promised to pay out the winnings, however the funds were not received by the player and casino remained unresponsive towards this case.
CasinoMarriott - Player’s withdrawals have been delayed.
Black points: 796
Amount: €3,349.15
CasinoMarriott
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi,
Account correctly verified (at least as it also appears on the site).
Winnings made with CASH balance, real then. No Bonus Balance.
A first withdrawal was made on January 13, 2021, of € 1000.
A second withdrawal was made on January 21, 2021, again for € 1000.
A third withdrawal was made on January 29, 2021, again for € 1000.
The fourth and last request was made on 08 February 2021, for € 349.15.
The payment method used for all requests was BITCOIN.
All of these listed withdrawals are all in the following status: "withdrawal request has been received and is awaiting processing."
On their LiveChat, they just say to be patient, and that they do not have access to information on Payouts, and therefore the only way is to contact the financial team (outside the casino), at payments@casinofinancepay.com. Done and redone many times ... at least 30 mails sent to them .... no answer ... not even one. Anything.
Please help me get my winnings credited.
Thank you.
Automatic translation:
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3 years ago
Dear elxueno,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please forward the confirmation regarding successful account verification along with any relevant communication to petronela.k@casino.guru?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Have you withdrawn any funds in the past from this casino?
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,
Petronela
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3 years ago
Translation
Hi, thanks for your quick reply.
I have just sent mail to your personal address as you requested.
Never withdrawn funds from this casino.
First time ever. It will also be the last. It is a very bad casino and they have a very very incorrect policy.
The only thing they do: they give you many bonuses, encouraging you to deposit again. The problem will always be when you see your winnings credited! All this waiting is inadmissible!
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3 years ago
Thank you very much, elxueno, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
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3 years ago
Hello elxueno!
I will be taking care of your complaint from now on. I would like to invite CasinoMarriott into this discussion in order to resolve the issue.
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3 years ago
Hello,
Thank you for contacting CasinoMarriott support.
We sincerely apologize for this delay, our finance department has been closed due to a COVID issue and payments will restart as per usual again on this coming Monday.
We will shortly sent the confirmation for this transaction.
Kind regards,
CasinoMarriott Support
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3 years ago
Translation
I'm still waiting.
All withdrawals on the slope.
The only Financial Department to close is theirs! Coincidentally ! I will be unlucky ..... and the other Financial Departments who work quietly and very well in smart-working? Perhaps the other casinos are less intelligent! All excuses! They count 3 months. 3 months to receive 3349.15 then ...
Pay now. Thank you
Automatic translation:
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3 years ago
Hello elxueno!
I hope that you'll receive your withdrawal soon, I'd like to ask you for a little bit of patience.
Let us know when you'll receive your withdrawal.
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3 years ago
Translation
Good morning Martin!
Today is Monday and the possibility of a payment is nowhere near.
Withdrawals are always In Pending and no new notifications from them.
They really are scammers.
Please do something!
Thank you so much
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3 years ago
Translation
These are just scammers!
I have just logged into the account and all the Withdrawals that were pending are no longer there and the entire sum of 3399.15 has been transferred to the account! Without ANY notification! Nothing at all!
They are from complaint !!!!!!
I don't tolerate anymore
Automatic translation:
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3 years ago
Hello elxueno!
I am sorry to hear, that your withdrawal did not go successfully. We may assume that the process of withdrawal may take a bit more time, as the casino's finance department was out of order for some time and perhaps they are overwhelmed with the number of transactions that were also delayed.
I would like to ask you to try and make another withdrawal and we may try to contact the casino once more.
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3 years ago
Translation
Hi,
maybe you don't understand.
It is NOT possible for me to make a new cash withdrawal and in addition the Casino is not responding and has not given me an explanation of these canceled withdrawals.
Furthermore, the transactions of canceled withdrawals do not appear in the list either.
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3 years ago
Hello elxueno!
Thank you for further clarifying the issue.
I would like to ask CasinoMarriott's representatives to explain the situation to us within the thread.
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3 years ago
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’, which will have negative impact on the casino's rating.
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3 years ago
Translation
I ask the Gambling to protect all players who intend to register on this Casino Scam.
This is why I ask for the total closure of the Group to which Casino Marriott belongs!
Otherwise I will be forced to take legal action
Automatic translation:
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3 years ago
Hello elxueno!
Please note, that CasinoMarriott currently operates without any gambling license. Please, allow me to make some research to see what is within our possibilities to do.
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3 years ago
Translation
Sure, Martin!
Thanks for the support!
If the whole group was closed, it would already be a huge win for me!
In addition, I hope for financial compensation for the scam suffered.
Thank you
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3 years ago
Translation
Hi Martin ,
do we have news?
Let's shut down the Marriott Casino group please!
They are scammers and I absolutely don't want them to scam other players!
Automatic translation:
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3 years ago
Hello elxueno!
I was trying to reach the casino somehow, however so far no response.
I'm not very sure if I am able to help you with shutting down an entire group, however as you can see within our review, the casino's rating is as it is.
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3 years ago
Translation
So what?
Do we want these characters to continue to commit crimes?
is it possible to be protected?
Who will pay me?
Who compensates me?
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3 years ago
Hello elxueno!
Despite our best efforts, we were not able to proceed anyhow with this complaint. The casino remains unresponsive on numerous complaints. We are forced to close this complaint as unresolved, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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