Casino Masters - Pelaajan vetäytyminen on viivästynyt.

I tried to withdraw my winnings from the casino on July 25, 2021 but for some reason the withdrawal did not work, I asked about it in a live chat where a Finnish customer service representative tried to solve the problem but the problem was not solved so he asked if I logged into my account the next morning. I tried to log in to my account the next morning but was unable to log in despite numerous times. I tried to call a Finnish phone number numerous times during these 3 weeks but it never works. I have sent many emails to the casino but this has not been clarified. The only thing they have replied is that I have closed my account the same night for half a year ?! I told them that it could not be possible as I would not leave the money I won in the casino account and if it has happened it must have been a mistake that has come because of the chat robot. They haven’t answered any questions for me and figured out my case, I want the money I won from the account.

Yritin nostaa voittojani 25.7.2021 kasinolta mutta jostain syystä nostaminen ei toiminut, kysyin asiasta livechatissa, jossa suomalainen asiakaspalvelija yritti selvittää ongelmaa, mutta ongelma ei ratkennut joten hän pyysi, että jos kirjautuisin tililleni seuraavana aamuna jolloin asia selvitettäisiin. Yritin seuraavana aamuna kirjautua tililleni mutta en päässyt kirjautumaan lukuisista kerroista huolimatta. Yritin soittaa suomalaiseen puhelinnumeroon lukuisia kertoja näiden 3 viikon aikana mutta ikinä se ei toimi. Olen lähettänyt monia sähköposteja kasinolle mutta asiaa ei ole selvitetty. Ainoa mitä he ovat vastanneet on että olen sulkenut tilini samana iltana puoleksi vuodeksi?! Sanoin heille että se ei voi olla mahdollista sillä en jättäisi voittamiani rahoja kasinotilille ja jos niin on tapahtunut on sen täytynyt olla virhe joka on tullut chat robotin takia. He eivät ole vastanneet minulle mihinkään kysymykseen eivätkä selvittäneet asiaani, haluan voittamani rahat tililtä.

Dear Nina,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your blocked account Could you please advise if you have received any successful payments from this casino in the past?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hi! The link you provided still didn't work so can I reply by email? So I played at the casino for the first time and won from there 1100e where I tried to raise 1050e and deposit there first 20e then another 20e. When I tried to raise my win came the text that" something went wrong "and then I contacted the customer service asking to log in again the next day but I couldn't get into the account anymore.I've sent a lot a lot a lot of emails to the casino but they haven't figured it out and it's been over 3 weeks. taken care of .. I'll put in a few screenshots on the subject.Fortunately, I realized I took screenshots of my winnings from the casino.Can you figure this out?

I haven’t used any bonuses. "

Additional comments from the player:

"Hei! Antamanne linkki ei vieläkään toiminut joten voinko laittaa vastauksen sähköpostilla? Pelasin siis kasinolla ensimmäistä kertaa ja voitin sieltä 1100e josta yritin nostaa 1050e ja talletin sinne ensin 20e jonka jälkeen vielä 20e. Kun yritin nostaa voittoni tuli teksti että "jotain meni pieleen" ja otin sitten yhteyttä asiakaspalveluun jossa pyydettiin kirjautumaan seuraavana päivänä uudelleen mutta en enää päässyt tilille. Olen lähettänyt paljon paljon paljon sähköposteja kasinolle mutta he eivät selvitä asiaa ja siitä on jo yli 3 viikkoa. Haluan voittamani rahat sieltä nostaa, olen surullinen ja pettynyt että asiaani ei ole hoidettu.. laitan tähän muutaman screenshotin asiaa koskien. Onneksi tajusin ottaa screenshotteja kasinolta voitoistani. Pystyttekö selvittämään tämän?

En ole käyttänyt mitään bonuksia."

Thank you very much, Nina, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nina!

I will take care of your complaint from now on. I would like to invite representatives of Casino Masters into this complaint in order to help us resolve the issue.

Additional comments by the player:

"Can you solve my problem? I'm really worried about this situation when it hasn't been resolved in more than 3 weeks and I'm afraid this is some scam."

Additional comments by the player:

"Pystyttekö selvittämään ongelmani? Olen todella huolissani tästä tilanteesta kun asiaa ei ole yli 3 viikkoon selvitetty ja pelkään tämän olevan joku huijaus."

Dear Nina,

Our department have been working on your case and they informed us that an email was sent to you today informing that we require a copy of your bank statement in order for us to send you the funds.

Could you please inform us once you have sent this in.

Regards,

Casino Masters Team

I have already sent you the necessary information by e-mail on 22.8.2021

Olen lähettänyt teille jo tarvittavat tiedot sähköpostilla 22.8.2021

Dear Nannuuliini,

Thank you for sending us your bank statement, the department have been informed and they will be sending you an update on your account as soon as your Bank statement has been reviewed.

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Casino Masters Team

Hey! I hope the matter is handled quickly as I have been waiting for my funds from you for over a month.

Hei! Toivottavasti asia hoidetaan nopeaa sillä olen odottanut varojani teiltä jo yli kuukauden.

Dear Nannuuliini,

We would like to inform you that the refund of your winnings has been processed on the 24/08/2021 and the funds should reach your bank account within 3 to 5 working days depending on the speed of your bank.

Should you have any further queries, please do not hesitate to contact us back.

Kind regards,

Casino Masters Team

I hope so. I will notify you as soon as the money has arrived

Toivottavasti asia on niin. Ilmoitan heti kun rahat ovat saapuneet

Hello Nannuuliini,

I am glad to see that your winnings are on the way. I will set the timer for 7 days for you, so you can inform us about receiving your withdrawal.

Hey! The money has arrived for me

Hei! Rahat ovat saapuneet minulle

Hello Nannuuliini,

I am delighted to see the good news! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.