Home Complaints Elcarado Casino - Player has been waiting for his withdrawal for too long.

Elcarado Casino - Player has been waiting for his withdrawal for too long.

Black points: 56

Amount: €1,707.5

Elcarado Casino
Questionable reputation
Submitted: 27 Dec 2019 | Unresolved : 26 Jan 2020
Unresolved Our verdict

Uncertain case, good regulator

UNRESOLVED

Case summary

2 years ago

Lauri from Finland is trying to withdraw his winnings, but it takes too long.

Public
2 years ago

The casino refuses to pay me my money. I have received four emails from them stating that "your payment has been checked by us, it will be booked withing the next 24-48 hours". It hasn't been. When I contact them again, I receive the same exact message. No one is interested in explaining anything else.

 

Feels super shady.

Public
2 years ago

Hello Lauri.

We are very sorry to hear about your troubles. Did they mention something more? Could you please paste one of the emails from them here?

Private
2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
2 years ago

Hello Lauri.

 

All depends on the difference between the promotions. If you get a better bonus which you shouldn't reach, then the casino has a right to void your winnings. In case that promotions are almost identical, we believe in a common sense here. We will contact the casino and ask them about your case. 

Public
2 years ago

Hi Lauri,

Thank you for your message.

I am sorry to hear that you experienced issues with our Welcome Bonus. Could you please send me your email address registered on our site and I will look into your case.

Best regards,
Greg

Edited
Public
2 years ago

Hello Greg.  

Thanks for the quick reply. The player information you can find on the left side under his name and avatar.

file
Public
2 years ago

We would like to ask the Elcardo 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’.

Public
2 years ago

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

 

I am very sorry Lauri that we cannot help you more. I still believe that the casino will solve the problem, but until they answer to this complaint their rating will be lowered and complaint published.

I strongly recommend you to contact the casino regulator MGA (Malta Gaming Authority), please also provide them with a link on this complaint as a proof that you already tried to solve a complaint with 3rd party mediator.

Edited by a Casino Guru admin
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