PampaGo Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Hello everyone,

I deposited €20 (without bonus)

and now I wanted to make a withdrawal of €50. Customer service via live chat isn't helpful at all; they just ask incoherent, confusing questions. Chat is only in French, email contact is in English, but only gives evasive answers, in order to delay the counting. I've verified everything, completed all the KYC, but when I click on withdrawal, I just get a message saying no withdrawal method has been configured! I sent them screenshots, but they're simply ignored. I hope you can help me; I'm currently receiving sick pay and really need the €50 right now. Thank you in advance.

(I'm opening a second complaint about another casino. Greetings from Cologne, *****

Hallo zusammen,

habe 20€ einbezahlt (ohne Bonus)

und wollte jetzt bei 50€ eine Auszahlung tätigen. Kundendienst im live chat hilft kein bisschen, stellen nur zusammenhanglose, wirre Fragen. Chat nur auf Französisch, E-Mail Kontakt zwar auf Englisch, jedoch nur ausweichende Antworten, zwecks Verzögerung der Auszählung. Habe alles verifiziert, KYC alles erledigt, aber wenn ich auf Auszahlung clicke, kommt nur ein Hinweis, dass keine Auszahlungsmethode konfiguriert wurde! Habe denen Screenshots geschickt, die werden einfach ignoriert. Ich hoffe ihr könnt mir helfen, bin aktuell im Krankengeld-Bezug, und habe die 50€ gerade echt bitter nötig. Vielen Dank im Voraus.

(eröffne gleich noch eine zweite Beschwerde, bezüglich eines anderen Casinos. Grüsse aus Köln, *****

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PampaGo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous withdrawals from the casino?
• Do I understand correctly that you don't see any options for payment methods when choosing the payout?
• Could you please clarify which payment option you used when making deposit?
• Could you please share with me your communication with live chat and email support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

I played there for the first time, so I've never made a withdrawal before!

Yes, that's right, I'm not offered/displayed any withdrawal option

either by bank transfer or credit card, but mine was by bank transfer.

I'll send you the rest by email right away.

Thanks

Hallo,

habe zum ersten Mal dort gespielt, folglich noch nie zuvor bei denen eine Auszahlung getätigt!

ja richtig, mir wird keine Auszahlungsmöglichkeit geboten /angezeigt

entweder per Banküberweisung oder Kreditkarte, meine aber per Banküberweisung.

den Rest schicke ich ihnen gleich per Email.

danke

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Dear Mephan83,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite PampaGo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

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.

OK thanks

Ok danke

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 (https://www.gamingcontrolcuracao.org/) 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana