Token Devils Casino - Player’s account closed and withdrawal is delayed.

Hi, I opened an account in this casino past january, made a deposit and verified my account by sending my ID and proof of address, support confirmed my account was successfully verified so I requested a withdrawal on January 27th of 7590 USD, since then I have not received any sort of information regarding my withdrawal, on following weeks I contacted the casino through live chat and they always said it was gonna get processed anytime soon but it never happened.

Now the casino doesn't even have live chat and there is no way to contact them, my account is currently closed. The site is a scam.

Dear an3003,

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 which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• When was your account closed?

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

Hi Kristina.

I only played Pragmatic Play and No Limit City slots. The balance was entirely my own cash, no bonus.

I'm not sure when my account was closed, it was probably the firsts days of march, last month I was able to login normally, by that moment the withdrawal was still pending and live support was unavailable.

Thank you very much for your reply, an3003. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina. I have no screenshots or transcription of my chats with the casino, whenever I contacted through live chat I never took screenshots because it was always the same: I asked why my withdrawal is delayed and they always said it was gonna get processed "anytime soon" and closed the chat, and some other occasions where they simply didn't reply at all

Thank you very much, an3003, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, an3003,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Token Devils Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings? Have they been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear an3003,

I tried to contact the casino repeatedly but without success. I am afraid there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend that you contact the responsible gaming authority - C.I.L. (Curaçao Interactive Licensing N.V.), and submit a complaint to them (info@curacaolicensing.com and/or helpdesk@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer. And, as I can see in our system, the license is unverifiable, so please count on an option the casino may operate without a valid gaming license.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru