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I have been using for sometime deposited in excess of £10,000

I eventually won a jackpot and now it would seem they don’t want to pay.

they have paid out before in smaller amounts but now they seem to just send the same response of the chat and refuse to tell me what’s going on.

£8,500 balance but no way to access.

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Dear Cammyking141,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

KYC verification has been complete and confirmed complete.

the site confirms 24hr processing time scales but we are a week on?

Dear Cammyking141,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unresolved.

the casino refused to pay the full amount of the £8,500 I won they only paid me £3,000

they stated that there was a max win on their "good will bonus" however there is no details of a max win bonus in their bonus T&Cs.

they have also confirmed to me in the live chat that it doesn’t confirm this in their T&Cs either but despite that still refused to pay.

I have raised it with CGA and also an independent solicitor.

Dear Cammyking141, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hi Karla

1) yes no problems in the past

2) it was a combination of a good will gesture which was a cash bonus applied to my account, on the site and T&Cs "good will bonuses" are not detailed anywhere at all and when the bonus was given there were no wagering requirements detailed like other bonuses would be. The bonus was a good will gesture as a VIP customer. The live chat transcripts confirm that and il land you them via email.

3) Casino mixture of slot and table games

Dear Cammyking141,

Thank you for your response and for the additional information provided.

Could you please send the screenshots of your communication with the casino again, or upload them directly to this complaint thread? Unfortunately, I am unable to read the screenshots in their current form.

Thank you very much in advance for your reply.

Karla

Here you go please see attached.

Dear Cammyking141,

Thank you very much for providing the screenshots.

Unfortunately, the quality of the uploaded images is too poor for me to read the conversation with the casino. Would it be possible for you to upload the screenshots again in a higher quality or resolution? If possible, please upload the original screenshots rather than compressed versions.

These screenshots could significantly help us understand what happened and may play an important role in resolving your complaint.

Thank you very much for your cooperation. I look forward to your reply.

Karla

Hi Karla

I have emailed these to you in there original format and size so should be able to view now.

please let me know if not.

Regards

Cameron

Dear Cammyking141,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin L., (martin.l@casino.guru)). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Cammyking141,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Best regards

Martin

Dear Cammyking141,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.