Explosino Casino - Player's withdrawal has been delayed.

I have asked a withdrawal of 150 from 14/11/2022 and i am still waiting.

The total amount i have in this casino is 4441.

Dear Gasa, 

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.

Have you made any successful withdrawals in this casino before?

Could you please confirm that you have passed the KYC verification?

When was the last time you spoke with customer support and what was it about?

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, 

Veronika

Hello,

About the questions that you asked me:

1)This was my first withdrawal.

2)I have passed the kyc.

3)I think you can contact with them only by e-mail.The last time i send them an email and i had an answer was when i asked for the withdrawal and they send me an email asking for documents for the kyc.But i believe the email was automated.After this i had send them 3-4 emails through their site(by email ) or by email but i never had any response.

Thank you for your help

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

Thank you very much for your time.

I am waiting for any updates.

Hi Gasa,

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 Explosino 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 for not paying out for 7 months? Could you say if the withdrawal request was processed from your end or not?

I'm looking forward to hearing from you. If you have any supporting evidence, please 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 Gasa, 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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

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,

Natalia