The player from the UK tried to withdraw his winnings. Also, part of his winnings was deducted and the casino isn't responding to his messages. We rejected the complaint because the player stopped responding to our messages and questions.
I have deposited 1000s on this site. I’m waiting for £418 pending withdrawal They never process refunds and have also taken back winnings of £226 without explanation.
sent them emails and no response. Please help
Dear Tim4,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?
Also, did you play with any bonuses? If yes, could you please specify which offer you redeemed? You can post the link to it here, if possible, I would like to check the Bonus T&Cs.
Looking forward to hearing from you.
Best regards,
Kristina
Hi there
thank you for such a swift response. Yes I’ve passed verification and I’ve not had a withdrawal before. I did not use a Bonus when they took my winnings back to the system. I should have been allowed to wager them. It’s my choice and not for the system to just deduct winnings without reason.
I played without a Bonus.
many thanks
Still haven't received any explanation from the casino? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any. Thank you in advance.