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Hola, como va, tengo problemas con este casino, jugué un torneo de pago 30 usd..!!donde me otorgaron ganancia de 100usd de requisito de de apuesta 1x donde salí ganando 90 cumplido los requisitos, ante que termine el torneo ellos me activaron un chip de 16. Requisito de apuesta 40x, al mismo tiempo le dije que no quería el chip por que estoy en el torneo para no tenes problema después por esa razón.. y me sacaron de vuelta el chip gratis. Y ahora tengo problemas para retirar los 90 usd por esa razón por el chip que activo PERO NO SE USO Y ELIMARON DE VUELTA POR MI PEDIDO...

Hello Nelimal,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot Madness Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is it possible to forward your betting history along with the communication between you and the casino regarding this matter to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Verified more than 1 years ago, on Monday, July 1, when they rejected my payment...! I spoke to the casino, where they told me that the reason was the 16 bonus chip. I applied again and they rejected it. And don't talk to support anymore, unfortunately I didn't take the screenshot

Verificado más de 1 años., el lunes 1 de julio cuando me rechazaron el pago...! hable con el casino, donde me dijieron que el motivo era el chip bono de16. Yo volví a solicitar nuevamente rechazaron. Y no hable mas con el soporte, lastimosamente no saque la captura de pantalla

Hello Nelimal,

Would it be possible to forward your betting history from the time you played the tournament and the chips were credited to you?

Look, the tournament history is no longer over. I don't have a screenshot either. What yes..!! That's where I sent you when I paid to participate in the tournament, when they deposited the tournament winnings to me.

Mira, ya el historial del torneo ya no está ya termino. Tampoco tengo captura de pantalla. Lo que si..!! ahí te avía mandando cuando pague para participar en el torneo, cuando me depositaron la ganancia del torneo.

Hello Nelimal,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you Nelimal for all the information provided. To clarify the situation further with the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Gracias

Hello, Nelimal,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Slot Madness Casino team,

Could you please explain the player's situation in more detail? Why has the user's withdrawal been denied? Have the disputed winnings been confiscated? What needs to be done on the user's side to meet conditions if there are any that were not fulfilled, and withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Greetings all,

We have requested the situation be reviewed by the head of the approvals department, hopefully they get back to us shortly with a response and I will comment here.

Best wishes,

Nick and Slot Madness

Hello, Nick and Slot Madness,

Thank you for the update.

Feel free to inform us about any news or updates.

Looking forward to hearing from 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.

Thank you very much for the update, Nick and Slot Madness.

Dear Nelimal,

Can you please inform us as soon as you receive the payment via BTC?

Hi, thanks, once I receive it I will let you know..!!!

Hola gracias, si una ves recibido lo informo..!!!

Greetings Nelimal,

I can see that you haven't confirmed your Bitcoin address for some time, if you could please visit our service department and confirm that the address is up to date it would be much appreciated.

Best wishes,

Nick and Slot Madness

Thank you both for your replies and updates.

Dear Nelimal,

Please inform us about any news or updates once the casino contacts you.

Thank you, I just received my fund and notice..!!

Gracias,. Apenas recibo mi fondo y aviso..!!

What great news, Nelimal!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you very much, Nick and Slot Madness, for your help and cooperation!

Best regards,

Branislav, Casino.guru