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I signed up several months ago deposited without a bonus and won a good amount. They have no chat service ok nly email. I've got one response from them saying they needed to look into my winnings as im t was a substantial amount for a new player. I've requested my withdrawal several times , even cancelled and tried different amounts. They have not and so not responsible to me whatsoever. However I can still log in and play my balance. I just want to withdrawal and never play with this casino again. They were so quick to to make me money and now I have no luck redeeming my winnings. My current balance is $929.00

Dear oceansmama808,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if your account has been fully verified? 
• Have you been advised why you can’t withdraw your winnings? 
• Is it an internal casino system issue, or it’s related to your account only? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

I signed up on 9/27/2023 I deposited $21.09 and I won. As far as I know, yes my account is fully verified. I have not been advised as to why I can't withdrawal my winnings. I've tried several times since 9/27/23. When I submit a withdrawal it just shows status as "pending" . I've not heard anything back from this casino.

Thank you very much, oceansmama808, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 oceansmama808,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slots777 Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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've given all information. As of today 1/28/24 I am still able to login and play my accounts my is verified my withdrawal still pending and still no response from casino 🙁

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 Curacao Gaming Authority (complaints@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 (michal.v@casino.guru).

I'd appreciate it if you could let me know that you have contacted the authority in the thread before I close it as "waiting for a decision from the regulator".

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Hi thank you I am contacting them now. Keeping fingers crossed

I will mark the complaint as "waiting for a decision from a regulator" in our system. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Dear oceansmama808,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

As of today there have been no updates or changes. My account with the casino still holds a balance of $928. I've tried requesting.different amounts to see if they would even cash me out for less but I make no progress. I've provided some screen shots. 

Thank you for the update. I am sorry to hear you did not receive a response from the authority. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue and I'm sorry I could not be of more help on this occasion.

Kind regards,

Michal V, Casino.Guru