Pyramid Spins Casino - Player’s repeated withdrawal cancellations.

Hi,

im desperate the casino keep cancelling my withdrawals one after another I didn’t break any rules they paid one withdrawal and since then they keep sending me the errors and asking me to submit the new one with 36h each time waiting and then they will cancel it. Any chance you can help ?

Dear Zac111,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if your account has been fully verified? 
• Have you been advised why you can’t withdraw your winnings? 
• Is it an internal casino system issue, or it’s related to your account only? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

1. My account has been fully verified
2. yes internal error pls see atachment
3. yes internal issue pls see the attachment
4. without active bonus

they Sent one withdrawal and since then they keep cancelling due to their internal error keep me waiting exactly 36h and then cancel pls see the attached screen shot

thank you for help

any chance you can cover my pic ? Or it has to be there ?

thank you one more time for your help

I won 2500 eur I had one successful withdrawal on the 4th of Feb and since then they just keep cancelling saying it’s the internal error … I had to create Mastercard as now they cancelled e wallets and they have only one withdrawal option which is Mastercard but the withdrawal was successful on Mastercard but the internal errors start to appearing as I wanted to withdraw the rest

I'm sorry for the late reply. Thank you very much, Zac111, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Zac111,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pyramid Spins Casino representative to join this conversation.

Dear Pyramid Spins Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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.

Dear Zac111,

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,

Mirka