Electric Wins Casino - Вилучення гравця відкладено.

I am a registered, verified user of this casino. Near 2 months. They avoid to withdraw my balance.

I have made some deposits and they have a completed withdrawal of 107. In 15 October I made a deposit of 50EU and won 1417EU playing with real money (not bonus). Up to this day they didn't perform my withdrawal request, and give only avoiding answers in chat. Seems like fraud activity.

Dear SMaster,

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? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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

Yes one withdrawal request was approved before. This exact withdrawal is marked "In progress". Screenshot is attached.

Thank you very much for your reply, SMaster. Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

How many days did the last withdrawal take to be processed?

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.

All the deposits and withdrawals were in crypto.

I remember the last withdrawal was made after near 15 days from the request.

The last chat text Is forwarded to kristina.s@casino.guru

Thank you

Thank you very much, SMaster, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Hi SMaster,

My name is Romi, and I will be in charge of your case from now on. I would now like to invite the Electric Wins Casino representative into this conversation.

Dear Electric Wins Casino,

Could you please provide more information about this case to clarify the situation?

Thank you in advance.

Romi

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 SMaster,

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, as their license is fake according to our information 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,

Romi