Casinorex - The player's money is stuck on his account.

My account was blocked by casino (per administration's decision) and I had money left on my account. Casino explained me that they can pay me the money back only to my bank account. I had no bank account at that moment and contacted the casino some time later, when I opend an account in the bank but casino did not respond to my emails any more. Can you please help me to contact the casino and find out where the problem is.

Hello Albino,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinorex. Please allow me to ask you a few more question before we would move forward.

When exactly did the casino close your account and what was the reason, did they explain it? Was your casino balance real money or bonus money too? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

One day I noticed that I can not login. I asked the casino why and here is what they replied:

"Your account has been closed per administration's decision.

Our financial department will initiate a refund to you. For this please provide your bank account details:

IBAN (or account number)

SWIFT (or BIC)

Bank address

Bank name

Full name of the account holder"

In another email they wrote "According to casino terms and conditions the casino reserves the right to close the player’s account and to refund the amount on his/her balance at casino’s absolute discretion and without any obligation to state the reason or give any prior notice

Unfortunately your account has been closed per administration’s decision.

Please provide the requested bank account details so that we could process a refund of the remaining balance on your account."

It happened in August 2021. I had real money on account. Last time I received an answer in September.

Hello Albino,

And could you please advise when was the last time you tried to contact them? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Regards,

Nick

Last time I contacted the casino in February. I forwarded you my communication.

Thank you Albino for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Albino,

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

Hello Carlos,

We are sorry to hear that you have not received the refund of the remaining balance yet. As you were previously informed you need to provide the following bank account details for the refund:

IBAN (or account number)

SWIFT (or BIC)

Bank address

Bank name

Full name of the account holder

The data you provided is insufficient. Please provide all the details as requested and the refund will be initiated once again.

Kind regards,

Casinorex Support Team

Carlos,

Thank you for providing these details. We have already forwarded this information to the payment provider and initiated a refund.

Kind regards,

Casinorex Support Team

Dear Albino,

let me know when you'll receive your winnings, please.

Dear casino, can you tell me how much time it can take for the money to reach the bank account? I checked yesterday and there was no money

Carlos,

The refund has already been processed at the payment provider's end. The bank transfer may take about 3-5 business days depending on your bank.

Kind regards,

Casinorex Support Team

I have received the money today

Dear Albino,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru