MoreSpin Casino - Withdrawal of player's winnings has been delayed.

Made a few deposits and finally tried to withdraw on 25 September by Bank Transfer as options are limited - withdrawal is still marked as Pending. I cannot do anything with it like reverse and try another withdrawal method (although there isn't anything else I can use to withdraw as they don't have a pay back to card option.)

Live Chat isn't working or has been removed (I used it a couple of days before making withdrawal so I know it was there).

There is a Live Chat linked to Deposit but that doesn't work either.

None of my eight emails to info and support (at casino) have been replied to or even acknowledged.

Help!

Dear kazza762,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear kazza762,

Have you received your withdrawal from the casino yet?

No - it's still showing as Pending and no correspondence either

Thanks

Thank you for your reply, kazza762. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

No this is first withdrawal.

Have not been asked for KYC verification and have not received any communication from them at all.

No bonuses involved (and not sure I even had any at the start as I tend to avoid them)

Could you please post a screenshot of your withdrawal history here? Alternatively, you can forward it to my email address - kristina.s@casino.guru.

Hi there

I don't have a withdrawal history as this is the first one - I have emailed a screenshot

Thank you very much, kazza762, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi kazza762,

I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear MoreSpin 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 request has been pending for more than 2 weeks? When is it to be processed?

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

Withdrawal is still "Pending" and no emails or any communication from casino

Morespin - please help as I cannot afford to lose this money

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.

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