The player from the United Kingdom had been waiting for a withdrawal for one month, receiving repetitive and unhelpful responses from automated agents. Despite assurances via email, her payout was not processed. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. The investigation and potential resolution could not proceed without further communication from her. The player retained the option to reopen the complaint if she chose to resume contact.
Wager Tales Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: £800
Wager Tales Casino
Safety Index 2.4 Very lowCase summary
Discussion
Public
Public
3 weeks ago
get the same response and excuse for not paying ouit #
always we are on it but you get to chat with obv compuer generated agents who give same lying responses if you email say theyll pay but then never do
Public
Public
3 weeks 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.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
3 weeks ago
Dear sms2505,
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 fully understand the situation.
- Have you made any successful withdrawals before?
- Could you please confirm that your account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
Public
Public
2 weeks ago
Dear sms2505,
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.
Public
Public
1 week 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,
Jean
Casino.Guru
