The player from the United Kingdom had initiated a withdrawal of £2000 on 28/09/2023, which was still pending. The casino kept responding to be patient due to an overload of withdrawals. The player confirmed that he had never withdrawn before, his identity had been verified, and he had not used any bonuses. Despite our efforts to contact the casino and resolve the issue, we received no response. The complaint had been closed as 'unresolved', which could have negatively affected the casino's rating. Unfortunately, the casino was unlicensed, limiting the player's options for further action.
Love Casino - Player's withdrawal is delayed.
Black points: 376
Amount: £2,000
Love Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
Withdrew £2000 on the 28/09/2023 and still nothing. Keep getting the same reply be patient they are having a lot of withdrawals at the moment but still nothing.
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6 months ago
Dear Nathanpricex,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Love Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of casino bonuses?
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
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6 months ago
Dear Nathanpricex,
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.
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6 months ago
Hi I have never withdrew anything prior, I have my identity confirmed. And I never accepted any bonuses this was all from money I withdrew.
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6 months ago
Thank you very much, Nathanpricex, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
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6 months ago
Hello, Nathanpricex!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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5 months 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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5 months ago
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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.
Best regards,
Pavel K
Casino Guru Team
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