Mania Casino - Player's withdrawal has been delayed.

I was called by someone claiming to be my VIP manager at mania casino and he said he has given me a £30 bonus which is in my account, I asked what was the max betting amount for the bonus and were there any games I couldn’t use them on. He said no restrictions and I can use it on any games, there was just a wagering amount which worked out at £600. I played £1 spins and managed to gamble through my wagering amount to win £242.03, I withdrew the money 2 weeks ago and still have not received the winnings, it’s showing as it still not even started processing yet. I’ve spoken to there online chat and keep getting the same response, that there is high volumes and someone will contact you shortly. I’ve read the reviews online and it seems they are con artists steeling money with bonuses

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Dear sam020585,

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?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Have you received any communication or updates from the casino regarding your withdrawal request?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Yes my account is fully verified through KYC verification and I have not made a withdrawal yet. I did attempt to make a withdrawal which was with a deposit and not a bonus and it took so long to withdrawal I ended up canceling and I lost the money. No contact

Thank you for your reply, sam020585. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear sam020585,

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.

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