Love Casino - The player's withdrawal is delayed.

After verification was completed I then made a withdrawal request, I was told that it would take between 7 and 21 days and that was on the 18th of May, every time I speak with there support I’m told that they will make enquiries, but unfortunately I never receive any follow ups

any help would be sincerely appreciated

steve Reid

Hello Nomadsteve,

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 since when is your account fully verified? 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

My account would have been verified on the 18th of May 2023,

i made a £20 deposit and was given £80 first deposit bonus which I played through the amount that was required and also I followed the rules of the bonus as in the bet amounts,

I last got in touch on Friday 16/05 and also a few other times before that date

regards

steve

Hello Nomadsteve,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Stephen R****

Hello again, I still have not received my withdrawal for the sum of £200, I made the withdrawal on the 18th of June and I have contacted you on several occasions but I still haven’t heard anything from your accounts department, can you please give me a update on the withdrawal progress 

Operator

Choose Department

Stephen R****

Account

Senna

Greetings!

Good day and welcome to our chat!

How can I be of an assistance to you?

Your request is being checked by the relevant department, which is a standard procedure.

Currently your withdrawal is in PENDING state, meaning that the transaction is still to be verified by our Financial Team.

In general, it should be processed within 7-21 working days from the day of the request.

This is a standard procedure for every withdrawal.

Stephen R*****

Hi Senna

But it’s been over 21 days

Stephen R****

Hello again, I still have not received my withdrawal for the sum of £200, I made the withdrawal on the 18th of June and I have contacted you on several occasions but I still haven’t heard anything from your accounts department, can you please give me a update on the withdrawal progress 

Operator

Choose Department

Stephen R****

Account

Senna

Greetings!

Good day and welcome to our chat!

How can I be of an assistance to you?

Your request is being checked by the relevant department, which is a standard procedure.

Currently your withdrawal is in PENDING state, meaning that the transaction is still to be verified by our Financial Team.

In general, it should be processed within 7-21 working days from the day of the request.

This is a standard procedure for every withdrawal.

Stephen R****

Hi Senna

But it’s been over 21 days

Senna

How its been over 21 days,

When you've made it on the 18th June.

Stephen R****

Because I made the withdrawal on the 18th of May

Sorry I meant to say the withdrawal was 18th of May and not the 18th of June

May

Hello Senna are you still there

Senna

Please kindly wait for the process to be completed.

I'm sure it will be done as soon as possible.

Is there anything else I can help you with?

Thank you Nomadsteve 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 Nomadsteve,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Love Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal has been delayed? When the player can await it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thanks Natalia for taking the time to help, your help is very much appreciated

kind regards

steve

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 Nomadsteve,

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