The player from New York had been unable to contact customer service for weeks and noted that others were experiencing the same issue. She had approximately 2,000€ in her account. We asked her to confirm whether she had been unable to withdraw her winnings, whether she had made any successful withdrawals before, and whether her KYC verification had been completed, but she did not reply. As a result, we were unable to investigate further and the complaint was closed due to lack of response.
Cider Casino - Player can’t reach customer service regarding her account.
Closed
Our verdict
Player stopped responding
Amount: $2,000
Cider Casino
Safety Index 4.5 LowCase summary
Discussion
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3 weeks ago
I’ve been trying to contact customer service for weeks with no reply. I’ve seen on trustpilot that others are having same problem. I have about 2k in and haven’t even hit a bonus. It’s as if this casino has shut down.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear wondering,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Do I understand correctly that you are unable to withdraw your winnings?
- Have you made any successful withdrawals from your account previously?
- Can you confirm that your KYC verification was completed?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
Dear wondering,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
