The player from Ontario had been waiting for a month for three withdrawal requests to be processed. Despite multiple attempts to reach customer service, the player had not received any assistance. The casino had changed its terms of service, extending the withdrawal process to 45 business days. The player had provided evidence of these changes and his communication with the casino. However, the casino had refused to communicate with us regarding this issue and stated they would only deal with the player directly. As a result, we were unable to resolve the complaint and had to close it as 'unresolved'. This negatively influenced the casino's rating and other players could read about the player's experience in our review.
Deal Or No Deal Casino - Player's withdrawal has been excessively delayed.
Black points: 222
Amount: Can$1,577
Deal Or No Deal Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 weeks ago
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3 weeks ago
3 withdrawals made feb29, March 1 , still pending and no help from customer service. I have made previous withdrawals, acct verified and I wasn't playing bonus so delay not justified, since I made withdrawals they have changed withdrawal terms of service to 45 business days, crazy!!
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3 weeks ago
Dear weekesy182,
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.
- Is there any record you might share that the casino changed the terms and conditions regarding its' withdrawal processing times?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, 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,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
I have emailed information with screenshots and conversations with customer service, copy of terms of service. When I made withdrawals it said can take up to 45 days, now it's reading 45 business days or longer and they don't have to tell me why.
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2 weeks ago
Dear weekesy182,
I am sorry to let you know, but the casino refused to communicate with us regarding this issue. There was also a note from the casino stating that they are only able to deal with a player directly. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
Normally, to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I suggest contacting the casino one more time and asking about the issue, or contacting the licensing authority. More information about the casino's regulator can be found here: https://casino.guru/licensing-authorities/ontario-license
The casino can reopen this complaint anytime.
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