The player from Bavaria submitted a withdrawal request less than two weeks prior to contacting us. The withdrawal didn't get through due to a problem with the bonus play. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
RadioCaz Casino - Withdrawal of player's winnings was cancelled.
Black points: 469
Amount: €900
RadioCaz Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
7 months ago
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2 years ago
Translation
After I submitted all the required documents for verification at the casino, I received an email that my winnings will not be paid out due to a rule violation.. But this was in January 2022 and has nothing to do with the winnings I made in July/August 2022.
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2 years ago
Dear jette54,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
My complaint can now be processed as the casino support refused the payout for flimsy reasons.
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2 years ago
Thank you for your reply, jette54. Do I understand correctly that the casino has confiscated your winnings? Has the casino specified the reason? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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Here is a screenshot of the mail, which I also forwarded to Kristina..
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2 years ago
Could you please forward me the game history from the moment you started playing with the bonus? Which bonus did you activate, please? If possible, post here a link to the bonus offer you redeemed.
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2 years ago
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Since the course of the game is very extensive, I sent an email with my login data to Radiocaz. So you can see the course of the game in peace. It should also be noted that I already submitted the payment request on 07/31/22. And higher stakes only after the bonus money has been played through. That would be €40, which I received as compensation because the bonus code was not redeemed twice by the casino when I made a deposit.
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2 years ago
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I have now researched again how exactly it was with the bonus.
I deposited twice with a bonus code on 07/30/22, but both times the bonus was not credited. I only reached the live chat on 07/31/22 and explained the whole thing of 40.- Euro credited as compensation. With this bonus I finally made a profit of over €1000. Since I had played through the bonus conditions and it was now real money, I requested a payout on 07/31/22. Unfortunately, I lost the remaining €100 to the casino.
After successfully submitting the required files, the winnings would be confiscated by the casino for alleged rule violations.
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2 years ago
jette54, I am sorry, but I cannot log in to your account. Please understand that you should always be the only person who has access to it, and you should never share such details with anyone.
Please, forward me your game history from the moment you started playing with the €40 bonus, otherwise, we won't be able to proceed with this complaint. Thank you for your understanding.
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2 years ago
Thank you for your emails. Unfortunately, I don't see the full game history from the last day of July and the beginning of August. Could you please forward that again? I need to see the values of bets that have been placed. If possible, please forward your game history in Excel sheet or PDF format. Thanks.
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2 years ago
Translation
I have emailed the requested gameplay to Kristina.
Also the transaction history.
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2 years ago
I am sorry, but you have not forwarded what I need. I am not asking you to resend me any communications between you and the casino. Please, check my last message again:
"...I don't see the full game history from the last day of July and the beginning of August. Could you please forward that again? I need to see the values of bets that have been placed. ..."
Based on the email from the casino you received it seems that your winnings were canceled in compliance with the casino's T&Cs. Please note that if you fail to provide this crucial piece of evidence (your game history from the last day of August and the first day of July), I will be forced to reject this complaint. Thank you for your understanding.
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2 years ago
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I emailed the game history from 07/31/22 and 08/01/23 to Kristina.
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2 years ago
Thank you very much jette54 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.
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2 years ago
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Thank you Kristina for your efforts so far..
I also sincerely hope that Peter will help me to get my justice.
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2 years ago
Hi jette54,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite RadioCaz Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Great...thank you very much..
I am full of confidence..
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2 years ago
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’.
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2 years ago
Hi jette54,
I tried to get in touch with the casino repeatedly but had no success. Since the casino seems to have lost its license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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 wish I could be of more help.
Best regards,
Peter
