Pyramid Spins Casino - Player's withdrawals repeatedly rejected due to a technical error.

I have tried to withdraw funds multiple times, despite multiple attempts and different methods of cards, I have been consistently rejected due to what the company claims to be a technical error.

I have reached out through various channels such as phone calls, emails, and live chat, with no resolution in sight, which is certainly concerning. It is disheartening to have been assured to be patient and that alternatives will be offered, only to continue facing the same issue without any solution in sight.

The lack of action from the company in addressing my concerns and providing a resolution is not in line with their own terms and conditions, which state that alternative solutions will be offered in the case of technical issues.

Dear hjbgold,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pyramid Spins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a withdrawal using alternative payment methods, such as a bank transfer?
• Have you previously withdrawn your funds from the casino successfully?
• Have you completed account verification in the casino?
• Could you please send me your recent correspondence between you and the casino regarding the issue? My email is tomas@casino.guru

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

Best regards,

Tomas

Player's message:

"Hi Tom,

I hope you are well please see below the answer to your questions…

·        Have you requested a withdrawal using alternative payment methods, such as a bank transfer? Yes but they are refusing to offer alternative methods at this point 

·        Have you previously withdrawn your funds from the casino successfully? Yes a very long time ago but only via bit coin or bank transfer 

·        Have you completed account verification in the casino? Yes all fully verified 

·        Could you please send me your recent correspondence between you and the casino regarding the issue? I have attached a few there are many more I will send over shortly 

Thank you for your time "

Thank you very much, hjbgold, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, hjbgold!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team