EightStorm Casino - Player believes that their withdrawal has been delayed.

Dear Casino Guru,

I am writing to express my frustration and dissatisfaction with the online casino, Eight Storm, regarding an unresolved issue concerning the withdrawal of €1560 from my account. I am seeking your assistance in addressing this matter as the situation has been ongoing for almost 10 days now, and I have yet to receive my rightful payment (I withdrew only 500 euro until now)

According to the casino's customer support, the delay is allegedly due to technical problems with their payment provider. They have repeatedly assured me that the issue is being resolved and that I should wait patiently for the payment. However, as each day passes without any progress or resolution, my confidence in the casino's ability to handle this situation diminishes.

I find myself caught in a never-ending cycle of waiting, which has caused significant inconvenience and financial distress.

I implore the Casino Guru administrators to take immediate action and intervene on my behalf. I request that you communicate my complaint to the relevant department at Eight Storm and demand swift resolution to this matter. I have already provided the necessary documentation and complied with all the requirements outlined by the casino for the withdrawal process.

 Your intervention and support in resolving this dispute would be greatly appreciated. I look forward to a prompt response from your team regarding the steps you will take to address this issue.

Thank you for your attention and assistance.

Dao M.

Dear muntipathom94,

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 muntipathom94,

Have you received your withdrawal from the casino yet?

No, I have received nothing till now. I have contacted the casino in the morning. They reply fast but their replies are always the same: wait we are working hard trying to pay you asap. 2 weeks already.

Thank you for your reply, muntipathom94. Have you made any successful withdrawals before? Do I understand correctly that you have successfully passed the verification process?

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

Hello

No, I never made a withdrawal at this casino before. And yes, I did provide the casino with the verification documents. Also. I used the first deposit bonus to accumulate the winnngs.

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.

I had a lot of communications with the casino. Below, I list some of the email responses I received from the casino during the last month (all of them are reactions to my request of payment):

10.07 

My name is Steven and I'm the Senior Specialist for Eightstorm Support.

 We would like to kindly ask for your Crypto Network Address, so that we can process your withdrawal, as soon as possible.

11.07 

Thank you for providing the requested information. I can confirm your network address was sent to our technical and payments team yesterday, please expect the withdrawal to be completed within 24 to 48 hours.

Thank you so much for your patience and kind understanding.

13.07 

Good day!

Our technical and payments team are still working on your withdrawal.

We appreciate your patience and understanding.

14.07 

Our technical team is still working on your withdrawal; however, they’ve encountered an issue with our payment provider. They’re working as quick as possible to rectify the situation.

We are hoping it will be fixed in next coming days. We sincerely apologize for the delay and inconvenience this may have caused.

14.07 

Good day!

I have forwarded your email to our management team. Currently, the issue with our payment provider is still not yet fixed and we’re still waiting for them to fully resolved the issue so they can process your withdrawal.

We ask for your patience and understanding once more while we all wait for the fix.

18.07

We have already sent multiple follow up emails to the respective department, handling your withdrawal.

 We sincerely apologize, as we ourselves, have not receive any feedback our response from them.

 However, please be assured that your withdrawal request will be completed as soon as we receive a response from the appropriate department.

 I will send another follow up email today. (WAS NEVER SENT)

19.07

Apologies, as we haven’t received any response or feedback.

 I can see your withdrawal has been sent for processing, our banking team will inform you as soon as possible when the funds will be available. 

20.07

Regarding the matter of payment, we are committed to fulfilling our financial obligations to you promptly and transparently. I know that there have been delays in processing your payments, but please know that this is not our standard practice. We are actively investigating the payment issues, and our team is working to rectify any outstanding payments as quickly as possible.

We will advise you as soon as the problem has been resolved.

20.07

Our team has been investigating this matter to identify the root cause of the delay. While I understand your frustration with the extended waiting period, certain unforeseen complexities have arisen, contributing to the delay in resolving the withdrawal matter with our payment provider.

 

Please be assured that we have escalated your case to the highest priority, and our team is working around the clock to find a solution. Unfortunately, due to the nature of technical issues, it is challenging to provide an exact time frame for resolution. However, I want to assure you that every possible resource is being devoted to resolving this matter with utmost urgency.

 

Thank you for your understanding as we work to rectify this situation

THEN I JUST STOPPED CONTACTING THEM

DAO

And the newest reply from the casino today:

Hi Dao,

 

We sincerely apologize for the terrible delay and inconvenience.

Another follow up email has been sent out to our payments team regarding your pending withdrawal. We’re just waiting to hear from them to get some updates on this ongoing issue.

 

Once we heard from the team, we’ll send you an update via email.

------

Same promises almost a month already. Very bad experience.

Thank you very much, muntipathom94, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi muntipathom94,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear EightStorm Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons the payout hasn't been processed from your side for a month already? When can the player expect the issue to be fixed?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 muntipathom94,

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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia