CasinoVibes - Player’s withdrawal is missing.

I withdrew from Casinovibes according to them successfully, however the money did not arrive in the account and they promised to find out why this is the case, we have had a discussion which they have interrupted and stopped responding completely. I made a new ticket to which I received the answer "nothing has been resolved yet, please wait patiently".

If you need more email support, I can send it upon request.

It would be nice to know where my winnings have gone.

Amount: 1233.80

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Dear Blackychan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post a screenshot of your withdrawal request?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Have you made any successful withdrawals before?

this is my first time making a withdrawal.

Could you please confirm that you have passed the KYC verification?

Yes

Have you accumulated your winnings with or without an active bonus?

I accumulated my winnings with bonus.

To help us better understand what may have happened, could you please clarify a few additional points?

• What payment method did you use for the withdrawal (bank transfer, e-wallet, cryptocurrency, etc.)?
• Did the casino provide a transaction ID, payment reference, or proof that the withdrawal was successfully processed?
• Has the casino requested any additional documents like your Zimpler account bank statements?

Once we have this information, we will be in a better position to assess the situation.

I used a standard bank transfer for the withdrawal, to the same bank account that I used when making my deposits.

As shown in the screenshot from my previous message, the withdrawal is marked as successfully completed. The email correspondence with the casino also confirms that the withdrawal was processed.

The casino did not request any additional documents apart from the standard verification documents during the account verification process.

Dear Blackychan,

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, Martina, (martina.b@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,

Jean

Dear Blackychan,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino representative, could you please provide more information about this case and state the reason why the player´s withdrawals were not received, when the transaction was successful?

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.

Dear Blackychan,

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. 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 might 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. In the meantime, - I recommend you contact the gaming authority the casino is regulated by Curaçao and submit a complaint directly to them.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.