Igu Casino - Player’s withdrawal has been delayed.

Hi,

1. the casino does not response since more then 14 days in live chat or mail
2. I can only enter games in fun mode, they don’t offer the real mode anymore
3. because of that I wanted my deposit back and ask for a withdraw
4. withdraw request is pending now since 18.08. it looks like that nobody works in this casino anymore

Dear CasinoDino,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Was your account previously verified?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hallo Petronella,

Ich glaube sie haben das Problem mit dem Casino nicht verstanden. Das casino bearbeitet aktuell keine Überprüfungen. Tatsächlich gibt es wohl eigentlich das Casino ansich auch nicht mehr. Es gibt keinen Kontakt zu dem Casino mehr weder über Mail noch Live Support. Außerdem kann man dort keine slots mehr spielen. Bitte auch einen Blick in die Diskussion zu dem casino. Es geht aktuell vielen Spielern so.

I understand your situation. Could you kindly clarify if the disputed amount corresponds to the active balance currently blocked within your inaccessible account? Additionally, has your account undergone verification in the past?

Hallo,

ja der Betrag entspricht exakt dem Guthaben. Das casino ist inzwischen auch bei Casino Guru nur noch mit 3.5 Punkten angegeben und gilt als unsicher. Ich befürchte mein Geld werde ich nicht zurück erhalten …

Thank you very much, CasinoDino, 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, CasinoDino,

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.

Hallo Branislav,

danke für Ihre Mühe, allerdings ist die Webseite nicht mehr erreichbar. Ich befürchte das Casino sollte auf die Black List gesetzt werden und der Fall als ungelöst geschlossen werden.

Ich bin sehr enttäuscht von dem Casino und habe hiermit auch für mich die Bestätigung, dass Dama N. V. Casinos leider nicht so seriös sind wie ich dachte. Wirklich schade

Dear CasinoDino,

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