The player from Austria had been experiencing issues with withdrawal processing for nearly two months, despite KYC verification and numerous inquiries. This was his first withdrawal request and the winnings had been accumulated without a bonus. Despite repeated attempts by the Complaints Team to contact the casino, there had been no response. The casino was operating without a valid license and didn't refer to any ADR service, leaving no gaming authority to turn to. The Complaints Team had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. The player was advised to choose casinos based on their reviews and ratings in the future.
Token Devils Casino - Player’s withdrawal is delayed.
Black points: 155
Amount: €640
Token Devils Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.5
Token Devils Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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9 months ago
Translation
This casino has been refusing to process my withdrawal request from 29.01.2024 for nearly two months now, despite numerous inquiries and further reassurances. KYC verification has already been carried out.
Automatic translation:
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9 months ago
Dear Greyfairytayle,
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.
Have you made any successful withdrawals before?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with the casino and what was it about?
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,
Veronika
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9 months ago
Translation
Hi Veronica!
No, this is my FIRST withdrawal.
The winnings were accumulated WITHOUT a bonus.
When I last communicated can be seen in the attached email. That was February 28th, 2024 - since then I have been ignored or no longer received an answer.
Automatic translation:
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9 months ago
Thank you very much, Greyfairytayle, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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.
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9 months ago
Dear Greyfairytayle,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Token Devils Casino representative to join this conversation.
Dear Token Devils Casino,
Could you please clarify, why the withdrawal has been delayed?
Thank you in advance,
Mirka
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9 months ago
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.
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8 months ago
I have tried to contact the casino repeatedly but had no success. I'm afraid 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,
Mirka
