The player from Austria is complaining about delayed withdrawal and player protection tools. We rejected the complaint because the player didn't respond to our messages and questions.
On June 2, I requested a withdrawal, on June 8 the withdrawal was canceled. On the grounds of technical problems, I should reset the payment. Now wait again, everything very unprofessional.
Here someone is clearly trying to delay a payout. After the problems I wanted to set Responsible Gaming Limit, I was only allowed to set a deposit limit. I was denied the ability to set a game limit or loss limit.
Dear Wolfgang,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?
Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru. (Or you can post it here).
Please understand that responsible gaming tools may vary in each casino. If you feel like you need better player protection you can always find all the necessary information about offered tools in section ‘Responsible Gaming’. I would recommend you to always read this before creating an account, so you can choose the casino, that suits your needs the best.
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,
Kristina