test - Player’s withdrawal is delayed.

i made a withdrawal of $2500 on September 7 and it still hasn’t been paidout.

They tell me to get back to them the next day, they’ve had me in circles from payouts department to the support team they all seem to have no answer. They say it’s been escalated but still no payout.

Dear Al92102,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time. Furthermore, I've transferred your complaint from Posh Casino to Captain Jack. Based on our information, Posh Casino is identified as their VIP room.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Al92102,

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.

Hello Petronela, my withdrawal is still pending I keep on getting told it will be out in the next batch.

thanks for your help Alfredo,

Thank you very much, Al92102, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Al92102 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Captain Jack Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

I had the chance to review the situation, there are two accounts associated with the provided email address neither of which have an outstanding payable or withdrawable balance, or a requested withdrawal. In fact neither of them have ever had a balance in excess of $124, all from free chips and no history of deposit. There are a number of other accounts also associated with the individual in question using different credentials for signup, I was also unable to locate the incidence in question here in those accounts.

The bottom line I believe is the terms and conditions of the casino only allow one account per player or household, here we have many. None of these accounts is eligible for withdrawal and some accounts (and thus the player as an individual) are blocked for abuse of multiple accounts and free chips.

I'm afraid there isn't anything I would be able to do to assist in this situation.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Captain Jack

Dear Al92102, Nick has provided me with supporting evidence, and unfortunately, due to these terms violations we will have to reject the complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Dear Al92102, I apologize for the delay in the reopening of the case but due to the nature of the casino being invitation only, we had to approach the situation differently. I am in contact with the casino representative and will update you about any further developments.

Dear Al92102, the casino representative has confirmed you received the funds on 10/20, could you please verify that you indeed received the funds?

Thank you in advance!

Hello, yes after 7 weeks I was payed thanks for your help.

Dear Al92102,

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

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter