The player struggled to withdraw his balance as his request was getting rejected. The casino has not responded to the complaint and it was closed as "unresolved".
Minny Casino - The player struggles to withdraw his balance.
Black points: 215
Amount: $300
Minny Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.5
Minny Casino has a Safety Index of 4.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Some time ago I saw this casino on your site, registered and made a deposit. After a while, I requested my first withdrawal of $100. I was asked to send documents for verification, which I did. The documents were checked quickly, the account was verified and the money came within two days. But, here is the next withdrawal I requested of $ 300, I waited 2 weeks (about 14 days), tried to contact the support service, but no one answered me. Then I canceled the payment, and requested 200 dollars, waited 7 days, canceled again, and requested 100 dollars. Another week has passed, I have not received the money, and today I made a new request for $300. As a result, I have not been able to receive a payment for more than a month, and no one answers my letters. I think that this casino is a scam, but perhaps you could help me in resolving my issue. Thank you.
Automatic translation:
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2 years ago
Hello rokita555,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Minny 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 is 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
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2 years ago
Translation
Hello. On August 20, they verified my account, which was reported by mail. I can take a screenshot, but I did not find it here - how to attach it to this answer.
I did not take the bonus, and accumulated the balance only with real money.
Since August 20th, I have tried to contact the casino about eight times, the last time on October 20th, but no one answered me.
Automatic translation:
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2 years ago
Thank you rokita555 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Dear rokita555,
I am so sorry to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Minny Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Minny Casino,
Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 years 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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2 years ago
Dear rokita555,
Do you have any news regarding your withdrawal?
Kind regards,
Stefan
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2 years ago
Translation
Hello. I never received the payment. Nobody answered me either.
Automatic translation:
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2 years ago
Dear rokita555,
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 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 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. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com and/or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan
