EightStorm Casino - Player's winnings disappeared after wagering.

Hi,

I was playing at eightstorm and finished wagering my second deposit bonus on 29th of june.

Right after the last spin of the wagering was done my money suddently dissapeared and i was only left with my deposited sum.

I have been talking with the support for almost a month now and they say same thing everytime.

We will fix this issue dont worry you will get your money within 48h.

Can you please help me with this case because they are just trying to steal my money and lying about paying it out to me within 48h.

Please ask for the whole chat transcript so you can see for yourself.

Thanks

Dear algonzcura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru? Please confirm that you haven’t provided access to your account to anyone else.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Hi,

The game history is 201 pages long so it will be difficault to print screen,

But i can show you print of communication and the money i will attach it here and send to the email that you wrote.

Please just ask the casino for the chat history there you see clearly how long they been saying that they will pay out my money but has not done it yet.

They have been telling me they will pay out within 48h for a month now.

As you can see here on these prints i was left with only 98€ right after i completed the wagering of their second deposit bonus

Thanks

Thank you, algonzcura, for sharing the forwarded screenshots. Have you been informed by the casino whether there was a potential breach of any bonus rules, prompting them to conduct an investigation? Alternatively, could the casino be looking into a technical issue on their side, that they need to investigate?

Hi,

No terms has been breached,

they only said that the problem is at their end and they try to sort it out and put my money back on my account but they never do.

Thank you very much, algonzcura, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you algonzcura for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask EightStorm Casino for their help in resolving this complaint. We would like to know why the player's funds disappeared and what can we do to help resolve this issue.

Thank you!

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.

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 Gaming Curacao 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter