Mania Casino - Player’s withdrawal is delayed.

This withdrawal was resubmitted after they returned it to my account as it was 3 separate withdrawals and you can only submit one at a time so I have been waiting longer than 3 weeks

i have chased this up and they keep saying they have an excessive workload when I go into Live Chat.

i have emailed support and they are not responding

The money is in euro’s so I selected EOS hope that was correct.

thank you for your help

marcia

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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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• 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 specify the amount of your winnings left on your player's account altogether?
• Could you please share screenshots of your recent communication with support discussing the delay? Share them here or send the information to my email at tomas@casino.guru

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

Hi Tomas

Thank you for getting back to me I have emailed you directly.

thanks

marcy

Hi Tomas

i have not heard from you and really need your input. I am in contact with the VIP Manager I have his mobile number and he is still telling me ‘he is doing everything to try and resolve this’ I want to give home the benefit of the doubt as he was replying to my texts up until yesterday. The withdrawal apparantly has moved from ‘New’ to ‘Pending’ he has told me that it is with their provider who will make the payment, have you made contact with anyone yet?

Thanks for your reply.

I'll share your responses in the thread for convenience:

I have had a successful withdrawal from them which they have reminded me of.

The winnings did involve me using a bonus which I wagered successfully.

In total I have a pending withdrawal of €820 this was originally 3 different transactions but they returned each one back as they said I could only have one pending withdrawal at a time when I resubmitted with withdrawal I did it as a one transaction. I also have another €175 to withdraw. 

If the issue persists,

Could you please share a screenshot of your pending payout with the status visible as evidence of the incident?

Post it here or send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi Tomas

So the withdrawal is showing as success and Chris the VIP Manager said I should get the money either Friday or today but the money has still not arrived.

Usually, when I see anything like that the money normally appears quite quickly into my bank account

Dear Gaby66666,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Gaby66666,

I am sorry to hear about your troubles. I am Hadi and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Hadi

Dear Hadi

i have cc’d you into an email to a response I have had back from Mania Casino which is horrendous full of lies and accusations surely with all the evidence I have we should persue payment from them after all it was agreed?

Dear Gaby66666,

I would like to confirm that I have received your email.

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.

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Hi

just some more info I ended up getting an email from them to say they had closed my account as I have been playing fraudently and the email address I used was fake !! Funny how they verified that email and it is the email I have used for years for everything, it is disgusting they have come up with this just to avoid paying me !! I only played one slot game on there site so not sure how they have said so have played fraudently !!!

Dear Player,

I have made several attempts to contact the casino in order to obtain their cooperation and clarification regarding your case. Unfortunately, the casino has not responded to any of our messages.

Without the casino’s participation, there is very little that can be achieved from our side. For this reason, I am forced to close this complaint as unresolved, which will negatively impact the casino’s Safety Index on our website.

I understand that this is not a satisfactory outcome, and I genuinely regret that we were unable to reach a resolution in your favor. However, unresolved complaints and the resulting decrease in the Safety Index often help bring attention to problematic practices and may encourage the casino to change its approach in the future.

Please also note that the casino does not hold a valid gambling license. Because of this, there is no recognized regulatory authority that we could recommend you contact for further escalation.

If the casino decides to respond at any point, we will immediately reopen the complaint and notify you by email. Should the casino contact you directly, or if you need any further assistance regarding this case, please feel free to reach out to me at hadi.a@casino.guru.

I am truly sorry that I could not be of more help in resolving this matter.

Best regards,

Hadi