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I won € 2,500 from the online casino on November 14, 2021 and placed a withdrawal request of € 2,370 on the same day. It took a few days to confirm the documents, after which the money was said to leave for payment. It’s been several weeks now, and every time I ask for my money in return, I get promises of payment dates that have never been true. They have also promised many times to contact me via email, which has never happened either. I start to be desperate to get my money because empty promises come one after another and nothing concrete happens.

Voitin netticasinolta 2500€ 14.11.2021 ja laitoin samana päivänä kotiutuspyynnön 2370€. Asiakirjojen vahvistuksessa meni muutama päivä, jonka jälkeen rahojen sanottiin lähtevän maksuun. Nyt on mennyt useampi viikko ja aina kun kyseilen rahojeni perään saan vastaukseksi lupauksia maksupäivistä, jotka eivät koskaan ole pitäneet paikkaansa. He ovat myös luvanneet monesti olla minuun yhteydessä sähköpostitse, mitä ei ole myöskään koskaan tapahtunut. Alan olla epätoivoinen rahojeni saamisen suhteen, koska tyhjiä lupauksia tulee toisensa perään eikä mitään konkreettista tapahdu.

Dear Emilja,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that this is your first withdrawal attempt? Which payment method to withdraw your winnings have you opted for? 

What is the status of your withdrawal, please – is it pending or processed?

If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will be able to help you resolve this case as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hey!

Yes this is my first withdrawal attempt and at the same time was my first time playing at that Casino. I chose the withdrawal back to my Nordea account and they have WireTransfer as their method. My lifting has been pending for about two and a half weeks. I will email pictures of my conversations with the Casino.

Hei!

Kyllä tämä on ensimmäinen kotiutusyritykseni ja samalla oli ensimmäinen kertani kun pelasin kyseisellä casinolla. Valitsin kotiutuksen takaisin Nordea tililleni ja menetelmänä heillä on WireTransfer. Nostoni on ollut vireillä noin kaksi ja puoliviikkoa. Lähetän sähköpostitse kuvat keskusteluistani casinon kanssa.

Hey! I re-sent a message to the casino telling me how disappointed I was with their actions that I would never play with them again. It took about 2min for this message to receive a withdrawal request in my email.

Hei! Lähetin uudelleen viestiä casinolle jossa kerroin kuinka pettynyt olen heidän toimitaansa, ettenkä enää koskaan tule pelaamaan heillä. Tästä viestistä meni noin 2min, niin sain kotiutuspyynnön hyväksynnän sähköpostiini.

Do I understand correctly that your withdrawal has finally been approved?

Dear Emilja,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.