Igu Casino - Player's deposited money is locked and inaccessible.

I deposited $50 in late June, I have been unable to use this as I am locked in free play, and didn't receive my bonus on deposit either. I have been trying ever since then to contact the site and have sent I don't know how many emails. I receive an automated response saying they will contract asap then nothing. Over and over again until now and I still cast use my deposit or contract anyone to get my money refunded. I have tried to contact on live chat as well same deal automated response, I'm angry 😠

Dear Craftyspinner,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Do I understand correctly that your deposited funds are still untouched inside the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Yes you are correct my funds are still sitting there but I am unable to use them if I try to play the slots I am in free play and can not get out of free play mode. I can't tell you how many times I have tried to contact them all automated replies. Is this casino operational as I still receive emails on bonuses and yet they will not reply to my emails. But yes I can see my $70 still sitting there untouched

Thank you very much, Craftyspinner, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Craftyspinner,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Igu Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Igu Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to fully access the disputed account and/or withdraw his balance?

What is the estimated time frame for processing the payment?

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

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

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.

Dear Craftyspinner,

I tried to contact the casino repeatedly but, unfortunately, without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's/its owner's approach. If the casino representative decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer.

In addition, I was not able to access the casino website at all. Therefore, we will try to update the review of this casino on our website as soon as possible, in the following business days.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru