Love Casino - Player encounters delay in withdrawal.

Have played on this site a few times.

Only small amounts and when I reached the 100.00 amount you are able to withdraw from I withdrew. And actually received my funds.

However I now have a large withdrawal pending (1400.00) and I have been waiting over the 21 working days, I think now up to 28 and online chat is just the same response that it will be processed soon. I have threatened police action but they just end the chat. The site has now changed to lovecasino.com so maybe scammers have took over as before I received funds, even on the same day.

Do not use this site.

Hello touchwoodsam180,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Love 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

Dear touchwoodsam180,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am fully verified and have withdrawn from them before and received funds but for much smaller amounts.

I use their messaging service daily for updates but I get fobbed off with generic answers. Called their number I found on the site and was just some foreign woman who sounded like they were at home and said they couldn't find my account to.

Thank you touchwoodsam180 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi touchwoodsam180,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Love Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Would you please specify what are the reasons the withdrawal request from the player hasn't been processed yet?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

I have a crime reference number for this now but they are still not responding and they just end the chat.

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 touchwoodsam180,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia