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Hello I won 2000 euros and I've been trying to withdraw for 2 weeks. Divided my profit into 1000 payout. I keep being told to wait. Could is fully verified. My username is jablonski1911 also at onestep. Greetings David

Hallo habe 2000 Euro gewonnen und versuche seit 2 Wochen auszuzahlen. Habe mein Gewinn in 1000 auszahlung aufgeteilt. Es wird immer wieder gesagt ich soll warten. Konnte ist komplett verifiziert. Mein nutzername ist jablonski1911 auch bei onestep. Gruß David

Dear jablonski1911,

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. Could you please advise when exactly you requested the withdrawals? Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Am 21.2

I haven't paid there yet. Took a long time to verify. My account has been vertified since February 21st and I paid out again on February 21st. Deposited 250 with 40% bonus.

Ich habe dort noch nicht ausgezahlt. Habe sehr lange gebraucht um zu verifizieren. Seit dem 21.2 ist mein Account vertifyed und habe erneut am 21.2 ausgezahlt. Habe 250 mit 40% bonus eingezahlt.

There is no more answer from you. My problem still persists. The payout was canceled again

Gibt es keine Antwort mehr von euch. Mein Problem besteht immer noch. Die Auszahlung wurde wieder storniert

With the reason, technical error and should wait until the 2nd payment is checked

Mit der Begründung, technischer Fehler und soll warten bis die 2. Auszahlung geprüft wird

Thank you very much for your reply, jablonski1911. Have you tried contacting the casino regarding the canceled withdrawal? 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.

Thank you very much, jablonski1911, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Jablonski1911!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (complaints@mga.org.mt or https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team