Discussion about article: Complaint resolution instructions (page 9)

I have withdrawn 120$ from madfreak, it still hasn’t come thru to my acct, im sick of messaging the chats just to get the same stupid generic messages. I told them someone had switched the algorithms around and I had proof. They just blew me off like I was retarded, and never actually sent the money, they sent an Osko receipt but it was closed down the day before.

what do I do now?

Hi, I’d say problems with withdrawals are pretty common. The very first thing I need to know is which casino you’re talking about, so I’d like to see a link to the casino where you play.

Another important thing is to find out how long this situation has been going on, where you can’t withdraw your money and the casino keeps repeating the same thing.

So, Osko is a payment method, right? But what does it mean that they sent you a receipt but—"it was closed down the day before"? I don't quite understand that part.

I'll wait for your reply.

So Osko is a payment system that been around for a while right? It runs off a satellite Thats been used for a long time, the algorithms gone almost all the way around so when it did the satellite has attempted to compress the data history, in doing so it has lost the ability to look at its own records of transactions as it can no longer select a specific transaction number only groups of numbers. Because of this a handful of transactions would have been left behind/ unpaid to no one’s fault but the people watching over the system.

ive been given a receipt number so im gonna call the bank n check.

Sure, that makes sense. Could you please tell me which casino you're referring to? 

I have an open complaint, currently waiting for Casino Guru to respond. There's just over a day left... what happens if the 7 days expire and Casino Guru hasn't responded? I don't understand the delay; what could be causing it?

Unfortunately, our team has to deal with hundreds of complaints every day, and that is why we are unable to reply to every complaint right away.

You don't need to be worried at all, though; there will be some movement in the complaint soon, for sure.

Do you have any updates for us, by any chance?

Of course, I understand the large number of complaints and the fantastic work you do. My question is, if the 7-day countdown reaches 0 while waiting for a response from Casino Guru, what happens?

Hello, I guess it happens just rarely, but the case still needs an update from either the mediator or the casino or the player, depending on who is in turn. Do not worry, please; the mediator always returns back to the complaint.

Thanks for the information. They finally replied when there were only a few hours left before the timer reached zero. Now I've replied, and I'm waiting again for a response from Casino Guru; there are only 24 hours left.

You are welcome. I see Munya was assigned as the resolver of the case. Hopefully the situation will be resolved soon. Did the casino perhaps add something outside the complaint?

Nothing, the casino has ignored me. Now I'm waiting for Munya's response.

I wanted to withdraw my winnings but couldn't because there was a withdrawal error. When the money was returned to my account, it no longer appeared as my real balance but as a bonus, and I had to multiply it by 30. That would be 118,000, since what I was trying to withdraw was 3,935. I did that, and my balance returned to real money, meaning I could withdraw it according to the system. But the same thing happened again, and now it says I have to multiply it by 30 again, making the amount 8,000.

Hi, which casino are we talking about, please? 

As for the whole situation, I’d say a 30x wagering requirement is enough. Did you take a bonus that required you to meet this wagering requirement, or not? Of course, this probably shouldn’t happen a second time, but could you describe the situation to me a bit more?

I received a bonus of 13 Mexican pesos, but I already had a balance in my account of exactly 50 Mexican pesos. I was aware of the 13-peso bonus because it was reflected in my balance, and when I went to withdraw, it said that the 13-peso bonus would be canceled, which was fine with me. The problem started when my withdrawal failed, and when the money was returned to my account, it no longer appeared as my actual balance.

If not as a bonus balance, and those 3,800 I had to multiply by 30, which I also did, and when I wanted to withdraw my winnings, which were now 8,000, the money was returned to my account as a bonus and not as real money, and I asked them what the problem was, but they didn't tell me anything. Of course, that happened to me at the MEXVIP casino.

https://mexvip4.com/

And here are the screenshots of what happened

I understand, and I think this shouldn't have happened a second time if it's exactly as you describe. But the casino hasn't explained anything about the whole situation to you, why did they transfer your money to bonus funds a second time, even though you had already met the wagering requirements once?

I saw that you filed a complaint, so I believe this will be cleared up.