Wasino Casino - Player's withdrawal request is delayed.

I submitted a withdrawal request using XRP and thought the withdrawal was successful. However, I did not enter the tag during the request, so the funds were sent to my exchange account but then returned to the casino from the exchange. I sent the return TXID to the casino and contacted them via email, but I have not received a response yet.

Dear komonga,

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? 

Do I understand correctly that your withdrawal was returned to the casino?

Did you accidentally request a withdrawal to the wrong payment method?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

This is my first withdrawal

Yes, the money was returned to the casino.

The address was correct, but I didn't enter a tag/note, so the money was returned without being credited to my account.

Dear komonga, have you received any response from the casino?

Has the casino confirmed the return of the money to their address?

Hello

I sent an email asking them to check if the refund was made, but I haven't received a reply.

Thank you very much, komonga, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear komonga, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Wasino Casino outside this complaint thread and let you know any new information once I receive it.

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.

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 Comoros Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) 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 (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak