Player experience withdrawal delay due to site issues.

I signed up for this casino March 14th they gave me a sign up bonus I then complete the wagering got to the past the minimum withdrawal amount and put in for a withdrawal they then said it would take about three or five days. It has been this long they are now ignoring my emails I have emails from where they told me redemptions are going slow but they'll be paid that was 2 weeks ago and now when you go to the website it says they'll be back soon they sent me an email saying that there's some kind of error or issue with the site causing some people to not be able to log in but this is a sitewide error so-called not just some people and I have not received my payout and it has again been since March 14th and again they continue to ignore my emails now. And with not being able to log in I cannot log in to get my withdrawal history to show you guys maybe I have an old screenshot if so it will be included as well.

Dear lwagner43906,

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. 

• Could you please advise when exactly you noticed the website is not working?
• Did you pass the verification before you lost access to your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Dear lwagner43906,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes i have passed verification before I even played, u have to pass kyc before they credit u and let u play. And it was March 25 when the site started doing that, then March 26 they sent me the email I included previously.

Thank you for your reply, lwagner43906. I am afraid that we are not able to assist here. We do not have this casino in our casino database and we cannot add it if the website isn't working, therefore we aren't able to contact the casino and mediate the issue.

Unfortunately, I am forced to close this case as unresolved. In case you notice that the casino website is working again, please do not hesitate to send us a reopen request and we will try to proceed with this complaint. Thank you for your understanding.