Simsino Casino - Player’s struggling to receive his winnings.

You are eligible to win €500 in prize money by placing first in the tournament. However, it's been 12 days since the tournament ended and I still haven't received my prize.

I have contacted you many times, but it is a single point that it is under investigation. Help me

Dear leon0618,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised what has caused the delay? Was the tournament organized by the casino itself or by the game provider? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

The cause of the delay is unknown. The casino side was told that they would be notified by email of the progress after that, with a single point of investigation. But no email has arrived yet.

The tournament was held by a casino.

i want my money back

Thank you very much, leon0618, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello leon0618,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Simsino Casino to join the conversation and participate in the resolution of this complaint.

Dear Simsino Casino,

Can you please provide an update on the status of the player's tournament prize?

Kind regards,

Adam

Hello leon0618,

I have made contact with the casino via Skype and they have informed me that the payment was missed due to an internal error. They have also stated that you will receive the prize very shortly and asked that I pass on their sincerest apologies.

Please let us know when the prize has been received.

Kind regards,

Adam

I just checked and €500 has been added. This issue has been completely resolved. Thank you for your help.

Dear leon0618,

I'm glad to hear that your issue has been resolved. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam