The player from Germany is facing issues as IGU Casino is only functioning in Fun Mode, allowing no real money games. They also report unresponsive customer support and a delayed payout request. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Igu Casino - Player’s withdrawal pending and support unresponsive.
Black points: 20
Amount: €39
Igu Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Igu Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
The IGU Casino has only been offering games in Fun Mode for about 3 weeks now. It's not possible to play for money. The support team has not provided a response for over 3 weeks, neither via chat nor email. Moreover, the payout request has not been processed for 2 weeks now.
Automatic translation:
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1 year ago
Hello scalpi,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Igu Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hey Nick,
My account at IGU Casino has been verified for many months. I don't know the exact time of verification, I have already made some deposits and also some withdrawals. My last conversation with IGU Support was at the beginning of August 2023, and I haven't received an answer since at least August 18th. On August 18, 2023 I deposited the sum of 40.00 euros with a 50% bonus, since it was not possible to play (only in fun mode) I waited until the bonus expired and then the 40.00 euros of the deposit ordered to be paid out on August 25th. Nothing has happened since then. I think that the casino is no longer active and they just take the money that someone deposits. Something should be done urgently, thank you very much!
Stefan
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1 year ago
Hello scalpi,
We are currently dealing with multiple complaints regarding the same issue with this casino. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello, scalpi,
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.
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1 year ago
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.
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1 year ago
Dear scalpi,
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
