Casino MGA - El retiro del jugador se ha retrasado.

I requested a payout of € 1251 on September 28, 2021 after I had implemented my bonus and was able to report the profit in this amount.

According to the confirmation email, the payment will be transferred to my specified account in 7 to 21 working days.

However, until today, November 4th, 2021, no money has been received, the customer service is constantly put off or informed that I should be patient a little longer.

I am unfortunately really at a loss, so I turn to you.

Kind regards

Markus

Ich habe am 28. September 2021 eine Auszahlung in der Höhe von 1251€ angefordert nach dem ich meinen Bonus umgesetzt hatte und den Gewinn in dieser Höhe erzählen konnte.

laut Bestätigungsmail kommt wird die Auszahlung in 7 bis 21 Werktagen auf mein Angegebenes Konto überwiesen.

jedoch ist bis heute den 04.11.2021 noch kein Geld eingegangen man wird ständig vom Kundenservice vertröstet bzw. Darüber in Kenntnis gesetzt das mich sich bitte noch etwas gedulden sollte.

bin leider wirklich ratlos deshalb wende ich mich an euch.

Mit freundlichen Grüßen

Markus

Dear Markus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings you have opted for? Was it the same payment method as previously?

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.

Looking forward to hearing from you.

Best regards,

Kristina

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Thank you very much Markus for your reply. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Markus,

I have reviewed your case and will now attempt to contact the casino to see if I can help.

I would like to invite Casino MGA to join the conversation and participate in the resolution of this complaint.

Are you able to provide any insight into the reason for this delay?

We would like to ask Casino MGA to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Markus,

I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could be of more help.

Best regards,

Adam