CasinerX Casino - Гравець бореться з казино, яке не реагує на зняття коштів.

I made a deposit of $70! I can't bet on sports or play slots. I constantly get an error that I have no money on my balance. But that's not true! Nobody answers me in chat or email! I created a withdrawal request a month ago! The withdrawal has not yet been confirmed!

Dear xray200,

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

• Is the delay an internal casino system issue, or it’s related to your account only?
• Do I understand correctly that payment is still pending inside your account without being processed?
• Was your last deposit received by the casino and successfully credited into your casino account?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, 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

I think they don't pay anyone. All reviews about them are negative. They don't pay anyone. Not even winnings, namely player deposits. No one has confirmed my payment for more than a month. The deposit was credited successfully, but I could not do anything with the money. After that, he requested the withdrawal of funds. Support does not respond either in the chat or by mail!

Я думаю що вони нікому не платять. Всі відгуки про них негативні. Вони нікому не виплачують кошти. Навіть не виграші а саме депозити гравців. Мій платіж ніхто не підтверджує вже більше місяця. Депозит був зарахований успішно, але я з цими грошима не зміг нічого зробити. Після чого запросив вивід коштів. Саппорт не відповідає ні в чаті ні по пошті!

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear xray200,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a CasinerX Casino representative to join this conversation and participate in resolving this complaint.

Dear CasinerX Casino,

Could you please state why the player is unable to play any games or bet on sports?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 xray200,

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 with a bad reputation license and doesn't refer to any ADR service, there is practically 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,

Stefan