CasinoJAX - Pelaajien kotiutukset viivästyvät.

Hi. I hope you are able to assist me in my struggle to make casinojax.com process my two pending withdrawals of 750 CAD + 300 CAD.

On August 7th I made a withdrawal request of 750 CAD. I initially made 69 CAD deposit with 100% deposit bonus. I wagered around 2800 CAD to complete wagering attached to the bonus.

The withdrawal request was made via crypto (binance), as was deposit. There were no other viable withdrawal options.

On August 12th I made an additional withdrawal request of 300 CAD after winning 53 CAD in casino tournament and completing wagering of 808 CAD.

KYC is completed and confirmed by casino.

I did not break any bonus terms, nor has casinojax made any claims that terms are broken.

I started contacting them on livechat after withdrawals had been pending about a week, and they assured me withdrawals would be processed, and asked my patience as such withdrawals were handled manually. I contacted them regularly after this and their answer was always the same, that I needed to be patient.

Towards the end of August I received an email that my region would no longer be able to access their casino after August 31st. They wrote I needed to make sure to withdraw my funds by then. Which I of course already had requested.

I contacted them daily and explained that they needed to process my withdrawal requests, as I would not be able to access my account after August 31st.

Answer remained the same: Be patient and that manually processed withdrawals took time.

It has now been three weeks since they blocked my region and I have occasionally emailed them, requesting that they process my withdrawals. I have received few answers, other than that cryptowithdrawals should be processed immediately after approval.

As I am currently travelling abroad, I opened casinojax webpage and was able to log on to my account. My two withdrawals are still pending... (see attached screenshot from today 23rd September).The first of which has now delayed 47 days...

I have more or less concluded that their casino is a scam, as they dont process my withdrawals and have not at all mentioned there is a problem, other than that it takes time. I experienced the same thing once before at bubblesbet.com, so I know there are fraudulent casinos around.

Strangely, I heard from a friend in Norway who made a withdrawal from them just before regionblock, that it was processed within 30 minutes. And they tell me after almost two months to be patient. The whole thing makes no sense to me, and as they processed this other persons withdrawal just before regionblock, it cant be a total scam either...

Also attached, their response regarding my withdrawals from 7th September, 16 days ago. This was the last email response I have got from them.

Please help me resolve this. I am travelling back to Norway in two days and will then not be able to logon to their website again.

Best regards

Barbra Ann

Kromsjukaa

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly. Stay safe.

Dear player, 

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

• Could you please share a screenshot of your pending withdrawal requests?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification?  

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

Best regards, 

Natalia

I have not made any withdrawals from casinojax earlier, but I have made withdrawals to my binance account from other casinos.

I have passed KYC. Confirmed by casinojax around the time of first withdrawal request. 47 days ago.

Best regards

Kromsjukaa

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Thank you in advance.

Email sent Natalia🙂

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@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.

Dear Kromsjukaa,

I am so sorry to hear about your problem with the CasinoJAX. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CasinoJAX representative to join this conversation and participate in resolving this complaint.

Dear CasinoJAX,

Could you comment on the situation?

Thank you in advance for providing the information.

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 Kromsjukaa,

I have repeatedly tried to contact the CasinoJAX but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the CasinoJAX is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor