The player from Australia reported that their balance had disappeared during a maintenance period at the casino, and they had not received any updates or resolution regarding the situation. The Complaints Team reached out for additional information and extended the response time but ultimately closed the complaint due to the player's lack of communication. The player was informed that they could reopen the complaint in the future if they chose to resume communication.
Speed365 Casino - Player's balance is delayed.
Closed
Our verdict
Player stopped responding
Amount: A$146
Speed365 Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
Balance just disapered they said there doing maintenance and I'll see it back when finished but nothing yet..
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3 months ago
Dear player,
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 confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Did the casino provide an estimated time for the maintenance to be completed?
Could you please share your communication with the casino regarding the balance? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear player,
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.
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3 months ago
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,
Dominika
Casino.Guru
