Crypto-Games.io Casino - Player’s withdrawal has been delayed.

I have requested for withdrawal of 859 Trx on 18/11/2023 but I didn't receive withdrawal till now. I have contacted customer support but they are not responding. please help me.

Dear shubham24,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear shubham24,

Have you received your withdrawal from the casino yet?

No I have not received any withdraw from crypto games till now.

Thank you for your reply, shubham24. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal/transaction history here in this thread.

Have you accumulated your winnings with or without an active bonus?

No I have not made any withdraw before. It was my 1st withdraw. They declined my withdraw but not reversed amount. they are also not responding for any complain. but now I have got my 859 Trx back in crypto games & now I have requested for withdrawal again. So please ask them to process my withdrawal.

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, shubham24, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hello shubham24,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Crypto-Games.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Crypto-Games.io Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Casino.Guru

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 shubham24,

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.

Since the casino operates under the Costa Rica license which doesn't have the option to file an official complaint with the licensing authority, I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru

We’ve reopened this complaint at the request of Crypto-Games.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

I'd like to bring to your attention that the user in question is actually the affiliate himself. This situation appears to be a clear case of affiliate fraud, a scenario we've encountered several times before. It seems the affiliate, having been unsuccessful in executing their fraudulent scheme, is now attempting to tarnish the reputation of Crypto-Games.io. Rest assured, we possess all the necessary evidence to substantiate our side of the story.

Thank you.

Bradley

Dear shubham24,

I was provided with evidence confirming the casino's decision. Please note that we are not dealing with affiliate matters, especially when it comes to a fraudulent scheme. As a result, the complaint will now be rejected.

Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any other issues with online casinos in the future.

Kind regards,

Tomas

Casino.Guru