66DK Casino - Player claims that payment has been delayed.

I hereby report and formally notify you that I have made several deposits and bets on the platform maintained by this company, using exclusively my own funds, according to the records in the system.

On 11/12/2015, I requested the withdrawal of the available amounts, and the system indicated that the request had been duly made. However, to date, the amount has not been credited to my bank account, nor have I received any official justification or feedback.

I would like to point out that, since then, I have tried to contact them repeatedly via the platform's chat and the official Telegram channel, without getting any response, which characterizes a failure to provide the service and undue withholding of amounts, in contravention of the principles of objective good faith and transparency. As I can see in the attachments below.

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Dear NillMaktub,

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 NillMaktub,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, so far I haven't received it and I haven't had any response even though I've sent several messages. I haven't received my payment yet.

Dear NillMaktub, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you received a response from the casino? If so, could you please share your communication? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Good afternoon...

I've never requested a withdrawal before, it was my first.

I went through the verification.

The casino has never replied to any messages sent and still appears online and the messages disappear in a few hours.

Dear NillMaktub,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear NillMaktub,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 66DK Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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,

Jana