Instant Casino - Player’s withdrawal has been delayed.

Deposit €20 completed one-time wager €420 won, withdraw it, email confirmed withdrawal processed successfully but it wasn't money was placed back to my playing balance. My money again I withdrew, received emails stating I have to wager €420, put it down as deposit into account. I contested it play ended up closing my account but then send an email saying send bank statement and IBAN CODE for a manual refund, I'm still waiting with nothing.

Dear Theplayer777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Simba Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings in the casino?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I replied to your email address

Thank you very much, Theplayer777, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much for your help

Dear Theplayer777,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I wanted to let you know that I have already reached out to casino support via their official email address regarding this complaint. I am currently awaiting their response and will keep you updated as soon as I hear back from them.

Best Regards,

Kubo

Dear Theplayer777,

My colleague Tomas informed me about your email, in which you stated that you have finally received your money. I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo