Love Casino - Player’s withdrawal process takes too long.

love casino has yet to pay out my withdrawal of £350 which I requested on the 5th July. When I spoke to the online chat I was told it would be up to 21 working days. This passed several weeks ago and when I contracted them again they said they weren’t sure when they could make payment.

Hello sav09200406,

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

Hi Nick

I verified the account the same day that I tried to withdraw the winnings which was the 5th of July.

The winnings where from an introductory bonus but I played through the wagering limit assigned to the bonus as Thai had to be done before you could request a withdrawal.

I spoke to the casino today and they could offer no further explanation only that it was with their account department to process.

regards

ashley

Thank you sav09200406 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello sav09200406,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Love Casino to join the conversation and participate in the resolution of this complaint.

Dear Love Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

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 sav09200406,

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,

Tomas