Terra Casino - The player's withdrawal is delayed.

No matter how long it takes, the withdrawal is not completed and left as pending. 2 weeks passed.

It is stated that we will respond to inquiries within three days, but we have never received a reply.

Hello skky1839,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Terra Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Registered and verified a month ago.

I was playing with real money again.

I made a request to change my e-mail address three weeks ago and it was completed in about three days.

It was too early to respond at that time.

Hello skky1839,

Do I understand it correctly that your e-mail has been updated and now you are still waiting for the withdrawal to be processed?

that's right.

Withdrawal is still in process.

Since when is the mentioned withdrawal pending? Is it more than 2 weeks?

From June 2nd.

So 3 weeks are about to pass.

Evidence

Thank you skky1839 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi skky1839,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Terra Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a lengthy withdrawal process? When could they await their request to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

If there is no response, can you tell me what to do instead of closing it?

Nothing is resolved here.

It's been more than a month since I applied for a withdrawal, but I haven't heard anything, and I'm just angry.

Dear skky1839, I'm afraid we cannot do much until the casino replies since it operates without a license and doesn't cooperate with any ADR services, which means there's no regulating authority you can submit a complaint to.

Dear skky1839, I have tried to contact the casino repeatedly but had no success. As said before, 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,

Natalia