TCL99 Casino - Player's withdrawal of $7,000 has not been received.

I won $7000 and made withdrawal and the casino said it sent.me the moneysent me receipt of payment but nothing went in my bank I thought it mite be pending so I waiting days nothing still called my bank no pending payments so asked the casino they said sorry we'll process it now which I thought was strange because the casino already said they paid me days before now they just lie and say it's paid on there end so they make up fake receipts and just don't pay

Dear darcystarr1977,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Thank you for your reply the withdrawal was done on 22nd Feb and my bank says there is nothing pending

Screen shot from recent

Thank you very much, darcystarr1977, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.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.  

Thank you

Dear darcystarr1977, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact TCL99 Casino outside this complaint thread and let you know any new information once I receive it.

Here are the.chat I had with them again today notice they change people on the chat and they say I'll check your you now dear but never get back to me the money 100% hasn't been sent I can provide all my bank statements needed

Dear darcystarr1977, 

We were able to contact the TCL99 Casino, however they refused to cooperate on this issue with us.

I apologize, but since the casino refuses to discuss this issue with us, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, TCL99 Casino received a ‘3.4 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.