London Eye Casino - Player’s withdrawal is delayed and games are inaccessible.

I withdrew 500.00 and its been over 3 weeks and still have not received it. When I ask why they say due to a large number of withdrawals there may be a very long delay. I have won a large amount and now they are not only not paying me but have taken all the games I have won on away...i can no longer access them. I am beginning to think my large win will not be paid to me.

Dear Corinne777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with London Eye Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please specify how much the withdrawable balance of your account is?
• Are you still able to play games in the casino?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have made 3 or 4 withdrawals prior to this, I have 28 000.00 withdrawable balance, I am still able to play, I have been kyc verified i started with a bonus but played through the bonus. I have emailed them several times and keep getting the same response, they are busy and please be patient

I can no longer access the games

Thanks for the update.

Could you please share what it looks like when you are trying to access the casino?

Have you contacted casino support and asked for assistance? Share your interaction with casino support with me.

My email is tomas@casino.guru

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I can access the casino however I can only open a few games and the ones that do let me play i spin 2 or 3 times then an error message comes up and I have to close the game

Thank you very much, Corinne777, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Corinne777,

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 London Eye 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.

Dear Corinne777,

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 Kahnawake Gaming Authority (https://gamingcommission.ca/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana