Ding Ding Ding Casino - Player believes that their withdrawal has been delayed.

So I made the withdrawal on the 28th and about 4-5 days later when I logged on it said the don't offer sweepstakes coins anymore and it had something to do with the laws or something. I figured that since I made the withdrawal b4 that was in effect they should pay me. Now I'm writing this complaint for my cousin because he don't have the patients to sit down and write his dispute.

Dear fdlrezrat420,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear fdlrezrat420,

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.

Dear fdlrezrat420,

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.

Ohh yes for some reason I couldn't find are emails to reply but the good thing is they had plenty of time to process the withdrawal. This would be my second withdrawal so kyc was already complete so I know that wasn't the issue. I've tried contacting them VIA E-mail have gotten no response on there end. I do believe I have an Email verifying the initial withdrawal believe it would state the time/date and for how much. Am ready to take the next step. And I'm super sorry it took me a little bit on the reply thanks for extending the time for me.

Dear fdlrezrat420,

Would it be possible to forward the communication between you and the casino related to the case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Yes I have sent them to the email provided waiting on a response.

Dear fdlrezrat420,

You have forwarded only an automatically generated e-mail from the casino and not the conversation between you and them.

Please send the requested information to nikolas.b@casino.guru as soon as possible to further proceed in resolving this matter.

Regards,

Nick

So I'm talking with my cousin right now and he said everytime he has messaged them on live chat b4 they took the live chat away that they have never responded and the emails he has received from the date of the withdrawal has only been the computer generated ones that you can't reply too.

And the 18009710734 phone number that is on 1 of the emails is disconnected or something I just called that to check.

Thank you fdlrezrat420 for all the information provided so far. I will now forward your complaint to my colleague Matej (matej.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello fdlrezrat420, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. However, we have recently received couple complaints regarding this casino, and the representatives have never responded to our mediation please and messages. So to set your expectations form the get-go, this case is most likely going to end up as unresolved. However, we will give it a try, I will once again contact the casino through all the available channels, and see if they decide to react.

With that being said, I’d like to invite a representative of Ding Ding Ding Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is not being processed? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

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. Even their primary e-mail contact is not working - every message comes back as "undelivered".

I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue at all. 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 e-mail.

In the meantime, I recommend you contact the American Arbitration Association – an alternative dispute resolution service (https://www.adr.org/) and submit a complaint to them. It collaborates with the lawyers and has better options and tools to help players. Unfortunately, as the social casino is not officially a gambling site, they do not have a license, and thus are not being overseen by any gambling authority, I could forward your complaint towards. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (matej.l@casino.guru). I am really sorry I could not be of more help on this occasion.

Best regards,

Matej