Hallmark Club Casino - Player's withdrawal has been delayed.

I signed up with these people gave me a no deposit sign up bonus I beat the wage ring requirements and put in for a withdrawal which was a maximum of $100 and a minimum of $100 so I put in for that and they communicated once and told me my kyc was complete and stop responding never received my payout customer service chat on the site keeps telling me that they cannot tell me no information and closing chat and I am stuck just waiting and not being replied to via email. I had to put in for two different withdrawals the first one was the 18th and the second one I believe was the 24th screenshots are included.

Dear fck7arnd4findout0,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Hallmark Club Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you contacted the casino manager with your Bitcoin wallet details as requested by the casino baking department in their email from March 23?

When was the last time you communicated with customer support regarding your withdrawal?

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 the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

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

Best regards

Veronika

Yes they got everything. As u can see in the one screen shot my KYC is complete and I not only have the proof in an email saying congrats my KYC is complete, but also the pending withdrawal info on the site says so as well. And yes they have my btc wallet address as well, I've not only had to enter it in order to cash out and put in the for withdrawal, but I have the email where they sent it back to me when they sent me my withdrawal info. I've also emailed them twice (once to each of their emails) and have them all my info once again

When was the last time the casino communicated with you? Please forward me any communication that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

Dear fck7arnd4findout0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It was on March 26 they said they processed it or something.. how can I include screen shots of the emails

You can forward me the emails directly from your mailbox (veronika.l@casino.guru). Alternatively, you may post screenshots directly here to the complaint thread.

Dear fck7arnd4findout0,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of fck7arnd4findout0. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. The player sent us the following email:

I'm sorry I've been having device issues I have broke two devices in the last 7 days and I'm kind of just borrowing friends at the moment I need to reopen it I've even called the casino customer support and again have gotten nowhere still

Thank you very much, fck7arnd4findout0, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you fck7arnd4findout0 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hallmark Club Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Yes, absolutely please. Any new information as of yet? Thanks for all the help so far.

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.

I called over a month and a half ago, I was told I was to receive the mentioned withdrawal from them by April 21-24 which was a month after the call. I never received the money. I then called them back a few days after I was supposed to receive the payment and got a customer service worker that gave me the wrong email address to contact support. I called again, I then had an employee who was very helpful.

I have NOT received any communication after that call.

Who else can I contact for this problem?

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter