Black Lion Casino - Se ignoró la solicitud de retiro del jugador.

Hello,

Around 2 days ago I registered on the Casino and make two (2) deposits.

In the second deposit I got some lucky and win 1000€.

I tried to talk with the Live Chat but not answer in more than 15 times.

Then I decided to send 2 e-mails for proceed with the Account verification and proceed with the Cashout.

I don't have any response from the casino.

I normally played in other Versus Odds casinos like:

Royalstarscasino

Slotildaworld

DepositWin

And this never happen to me because normally they attend the LiveChat or the e-mail in 24h.

Could you help me with this please?

Best regards,

Bryan

Dear bryanyeah123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Black Lion Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if you can initiate a withdrawal of your winnings? Is withdrawal of your winnings currently in 'pending' status?
• Can you access your casino account? Can you log in?
• When was the last time you were in contact with casino support and what did you discuss?

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,

Tomas

If I have been able to request a withdrawal but it has not been processed, the account must be verified.

Yes, I can access the casino account.

The casino has not had contact with me at any time, they do not respond to their Live Chat or emails.

Greetings and thank you

Brian

Si he podido solicitar retiro pero este no se ha procesado el pues se debe verificar la cuenta.

si, puedo acceder a la cuenta de casino.

El casino no ha tenido contacto conmigo en ningún momento, no contestan en su Live Chat y tampoco a los e-mails.

un saludo y gracias

Bryan

Thanks for the explanation.

Could you please list which documents you have already provided?

Were any of the documents accepted or rejected?

Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear bryanyeah123,

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.

Good morning,

We can close the ticket, I finally spent the €1000 and closed my account on the site. After 4 or 5 days they answered me from the casino support.

I do not recommend this site.

Buenos días,

Podemos cerrar el tiquet, finalmente me gaste los 1000€ y cerré mi cuenta en el sitio. A los 4 o 5 dias me contestaron del soporte del casino.

No recomiendo este sitio.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion.

Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.