Online Casino Games - Player's withdrawal is delayed and account support is unreachable.

Just like the other person's complaint I've sent in all the documents they have asked after they have asked me to resubmit, but keeps on delaying the payout. Last communication with them was telling me that everything looked good and I would get paid no later than yesterday morning, but I still have not received payment. Now when I log on to their website the chat button for the customer service which was floating at the bottom right of the screen is not there, so I can't even reach anyone. I've email them but no response. It has been over two weeks since my initial payout request.

*I was trying to attach screen shot of chat button missing, but it failed.

Dear mcjoo78,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly was your last identity document successfully verified by the casino?

When was the last time you communicated with customer support?

Kindly send me the link or a screenshot of the bonus you played with.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for providing the chat transcript with the support agents. I have reviewed the Terms and Conditions, specifically regarding the bonus section, and here's what I found:

Bonus Play Through Requirements

Maximum bet during a bonus is $5.00 or 10% of the balance, whichever is lower, to avoid voiding the bonus and winnings.

I’m sorry, but the Terms and Conditions clearly state that breaching the maximum bet limit results in the forfeiture of winnings, rather than the bets simply not counting towards the wagering requirements. Moreover, our stance on the maximum allowed bet is outlined in the Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#max-bets). The maximum bet rule is an industry standard, and it’s well within a casino’s rights to seize winnings from bonus play if this rule is broken. We prefer not to challenge industry standards by penalizing casinos that enforce the maximum bet rule as part of their operations.

If you believe you have been wrongly accused of breaching this rule, please feel free to forward your game history along with a link to the specific bonus you redeemed and played. You can send that information to my email at veronika.l@casino.guru.

Thank you in advance for your reply.

Dear mcjoo78,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.