Casiroom Casino - Player’s withdrawal has been delayed.

Last month I made a withdrawal and they told me I have to use a Mastercard as the Visa I had used is not longer supported in withdrawals. They sent me links to site with bad ratings so I purchased a mastercard from my bank £11.99 and used that. After verification it worked. On 5th April I tried to withdraw to the Mastercard (which I use to deposit) (on withdrawals there are only now 2 options, mastercard or BTC). Now they say I can not withdraw to the Mastercard and I have to have a BTC account. I dont want a BTC account (I was scammed previously when trying to open one for a casino so I never want to go there again). I have attemped the withdrawal 5 times now to my mastercard (which is still an option on the withdrawal). but it gets rejected every time after 2 more days. I cant make a deposit while the withdrawal is in process yet in their terms it says if no deposit is made in 30 days the account will be closed and all monies removed. Also in the terms it says withdrawals have to be made to the same card used in the deposit. In another area on the terms it says withdrawals should be made to mastercard. I dont know who their governing body is. They changed their name to Casiroom777 (they are no longer Casiroom). I am worried I will lose the money and am trying to find out who the governing body is for this casino, there is absolutely nowere that tells you this. There is one section at the end that says "The casiroom777.com domain is explored by MAD ENTERTAINMENTS S.A DE C.V, with permit number DGAJS/SCEVF/P-08/2005 granted by the Gerneral Directorate of Games and Sweepstakes. I have a screenshot of over 20 attemps to withdraw money in the past 12 month with 16 been rejected, 4 successful (to mastercard) and 1 pending. They tell me in messages that the mastercard system is not working, it has broken down and they are fixing it. This happened with the Visa option last year and it was never fixed.

Dear hardingd,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear hardingd,

Have you received your withdrawal from the casino yet?

I ended up opening a BTC account as the withdrawal was continuosly rejected. After 14 days the money (minus their fees) was sent to my BTC wallet, then I had to research how to withdraw to my bank where |I was charged again. In the end I lost 25% of the amount I won. I have asked them again (the 100th time) to close the account permanently - yet they tell me they cant do that, they can only close it for 30 days and they also tell me that I can open it any time with the click of a button (this takes just a couple of seconds to do). They just pray on venerable people - its disgusting. I dont feel like I can ever escape these people and wish there was a court somewhere who would take them on. This has been going on for years. I have saved every email I have ever sent or received. I have told them about my addiction many times and begged them to permanently delete the account, but they wont.

Thank you for your reply, hardingd. Unfortunately, transaction fees and currency exchange fees are usually out of the casino's hands and this is not something we could help you with. Nonetheless, I am happy to hear that you received at least some of your winnings.

Do I understand correctly that you requested self-exclusion and informed the casino about your gambling problem? Could you please forward those requests to kristina.s@casino.guru? Alternatively, you can post it here. 

Do you currently have access to your casino account?

Dear hardingd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi yes, you are correct. I have informed the casino on many occasions of my problem and asked them to close the account typing the word PERMANENT in capitals each time. They have replied many times saying it is impossible for them to close it longer than one month. On the last occasion I requested this also including for them never to contact me again - yet I received many text messages along with a email from my so-called Account Manager telling me how to re-open it in seconds. I was back in the account again the same day. Currently this is closed but I know I will receive emails from them soon regarding the bonuses. I have saved all the emails that I sent and recieved (although sometimes they disappear after I read them but I found that I can access them on my phone).

Unfortunately, I am not sure how we could help in case your account has already been closed. Please, let me know if there is anything else I could assist you with.

The account has now been re-opened again.

Could you please forward me your account closure request as I asked you two weeks ago?

Yes, apologies, I have been away on holiday (2 weeks). I will forward them today (I have many requests but will just forward the ones that explain my addiction).

Unfortunately, I have not received any emails from you yet.

Dear hardingd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Kristina, I have forwarded the emails I sent to you on 15th May. Hopefully you will get it this time. I have used the email address that you gave me kristina.s@casino.guru

Thank you very much, hardingd, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi hardingd,

I've just reviewed your case and am sorry to hear about your struggles with Casiroom. I will try to help you by contacting the casino. We'll see what can be done when they reply. Can you please also specify if you currently have any pending withdrawal requests?

Dear Casiroom Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please confirm receiving a request from the player to permanently close her account?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Thank you Natalia, you should know that Casiroom Casino have now changed their name to Casiroom777. Their site is Casiroom777.com now, the old site was closed down for some reason. My account was transferred to the new site automatically. I also receive texts and emails which I asked for them not to send. My payments are sent to Uzbekistan. They have my passport details and my card details for 2 cards (which I have now changed) as they would not send my payment until I sent this info to them. I had a issue with a game which was not paying the amount I won. 3 times I hit a bonus round but it paid less than what it said on the screen (by a lot). They investigated this and after 2 weeks the reply said I received the right amount, the amount on screen was wrong. This is rubbish as these were bonus round which paid just a tiny amount despite the great success on the round. I won more with 3 cherries on a line. It is such a con. I finally got my winnings after several weeks, but only because I finally opened a BTC account. They do not practice what is in their terms and conditions, yet they expect their customers to do it. This company is wrong and illegal on so many levels. I have saved every email from them including the ones where I have asked for permanent closure (yet they say in their response this is not possible). I dont know a sight who specialise in complex technical games that are incapable of closing an account.

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia