Mr. James Casino - Player’s withdrawal has been delayed.

I have been playing at Mr James for a food 4 months, if not longer. On 11th June I made a deposit and won so decided to make a withdrawal of €1,200. Note - they were own funds, NOT deposit bonus.

I chased the casino regularly via their online chat, only to be told continually that it was being dealt with. On 1st July, they amended the status of my deposit ti 'processing' however its now 14th July and I still have not received my winnings. Their customer service is abmissmal and I fail to see why they are allowed to operate given that they clearly do not pay out. I would like the €1,200 that i am owed and won entirely fairly.

Dear Natalie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward confirmation proving a successful account verification of your account? My email address is petronela.k@casino.guru. Which payment method you have opted for to withdraw your winnings? Have you withdrawn any winnings previously in this casino?  

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Natalie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.