The player from Austria requested withdrawal a few days ago, and it’s been pending since. The casino failed to respond to the complaint and we were forced to close it as 'unresolved'.
Mr. James Casino - Player’s withdrawal has been delayed.
Black points: 834
Amount: €1,700
Mr. James Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I need your help with withdrawing at Mr. James Casino.
After losing money there for the last few months (because you can't close the account) I won something 1 week ago (without bonus money, purely through the deposit) exactly 1700 €, but it works nothing more regarding the payout. I just got an email that the payout was requested.
Have already contacted the chat support several times. At first it was said that the processing would take 3-4 days, then I was put off for 6 days. Today, they said the finance department would send me an email when the time came.
I wrote an email to support (finance) 3 days ago but got no response.
what should i do next?
Automatic translation:
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3 years ago
Dear Elvira,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed KYC successfully, please? Do I understand correctly that this was your first attempt for a withdrawal?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
In this case, I'd suggest waiting for additional 5 days. We will keep this complaint open and if there is no development, please let us know and we will intervene.
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3 years ago
Translation
Got mail yesterday about re-verification. I'm curious how long it will take again until I get an answer from Mr James
Automatic translation:
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3 years ago
Elvira, do I understand correctly, that the casino asked you to verify your identity? Have you provided all the required documents?
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3 years ago
Translation
I was asked to confirm my identity again. Sent it all yesterday.
Automatic translation:
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3 years ago
Thank you for your confirmation. So let's give the casino a few days to review your documents. I'd suggest 7 days, and if there is no development, we will intervene. Please, keep us updated and let us know if there is anything new regarding your case.
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3 years ago
Translation
Good morning, it's 1 week today since I sent the requested documents to Mr. James. So far I have not received any feedback from the provider as to whether everything was sufficient or when I can expect the payment.
Automatic translation:
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3 years ago
Thank you very much Elvira for the update. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Elvira!
I will be taking care of your complaint from now on. I would like to ask Mr. James Casino to join this discussion in order to resolve the issue with the payment.
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3 years ago
Translation
It's really strange that in live chat you always get other excuses why the payout is not processed.
Automatic translation:
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