VayCasino - Player's winnings are delayed.

I bet on VayCasino (Netchain Technology) the Turkish version of the site called Betabet (Netchain Technology) Betebet adlı sitenin Türkçe versiyonu olan VayCasino'ya bahis oynuyorum. Kazandım ve ödememi göndermediler. . I won and they didn't send my payment.

Dear centilmen,

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 how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Hello Patronela,

I'm newbie on VayCasino. I transferred 1000 TRY and i play Wanted (Hacksaw Gaming). And max win.

Link: https://replay.hacksawgaming.com/?roundid=7812890706&partner=125&language=tr

I am a new member, I wanted to send a withdrawal request and test the payment. The result is disappointment. I only played slot games. I did not request any bonus.

Thank you very much, centilmen, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi centilmen,

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

Dear VayCasino, 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 if you already processed the withdrawal request from the player and what are the reasons for the delay?

In case of any supporting evidence, feel free to to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

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.

Dear centilmen,

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. 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 might 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 you contact the Curacao Gaming Authority (info@gaming-curacao.com or via the "Contact" button on their website https://www.gaming-curacao.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia