The player from Chile won 600,000 CLP but encountered a withdrawal issue after submitting a request, which is now pending. After providing the required verification information, the website went down, leaving her unable to access updates on her withdrawal status and without responses to her emails.
FestivalPlay Casino - Player’s withdrawal is pending amidst website issues.
Opened
Current status
Waiting for player to reply
5d 16h 0m 15s
FestivalPlay Casino
Safety Index 3.8 LowCase summary
Discussion
Public
Public
2 days 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.
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Public
Public
2 days ago
Hello,
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 understand the whole situation completely.
- Could you please clarify whether you have specifically lost access to your player account, or whether the casino website itself is currently unavailable and you are therefore unable to log in?
- Additionally, are you currently using a VPN to access the website? Could you also confirm which country you are accessing the casino from and whether this country is permitted under the casino’s Terms and Conditions?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
