18HOKI Casino - El retiro del jugador se retrasa.

I made my deposit over two weeks ago for £150. I have emailed but had no response.

Dear Summer18,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hi Nick

It isn’t my deposit that’s missing but a withdrawal that I made 16 days ago.

thanks

Dear Summer18,

Thank you for the clarification. Could you confirm if your account is fully verified and whether your balance was accumulated using real money or an active bonus?

If possible, please forward any communication between you and the casino to nikolas.b@casino.guru.

Best regards,

Nick

Hi Nick

The account is verified and I used real money rather than bonus funds to accumulate the winnings.

Ill send over the email but I haven’t had any response.

many thanks

Dear Summer18,

Can you please advise if you did forward the e-mail as I haven't received anything so far. If yes, can you please give the address you sent it from.

Awaiting your response.

Regards,

Nick

Dear Summer18,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Nick, i still havent had any reply by email about my withdrawal. I have messaged on the live chat and they say they are working through the payments. Is there anything I can do to speed this up as its been over 6 weeks now since I made my withdrawal?

Many thanks

Thank you Summer18 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Summer18,

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

Dear 18HOKI Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

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 Summer18,

I have tried to contact the casino 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 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,

Natalia