Does anyone have some experience with this casino?
Start playing here last Friday and also sent them an email. Also did a withdraw on Saturday evening and again sent them an email. No response at all.
Again an email on Sunday again no response.
Today I tried live chat but it only says there busy.
Is this a scam casino and is my money gone? ☹
It's hard to guess what's going on. As stated in the review, this is a freshly established casino, which means it is not proven by time - Technically, we rely on direct feedback from players, sadly, no one has come to review the casino since its beginning. I also find the live chat support is not available 24/7.
I would give it a few more working days, however.
Could you keep us posted, please? I do not want to start with a complaint just yet...
They are not responding now for 5 days. Live chat isn’t available at all. Try it for yourself. You only get an automatic message that they are busy. Left de chat several times open for hours but no response at all. There are 2 more casino’s under the same license. bit1111.com and merhababet.com (last one is in Turkish) so I tried to get in contact with the first one but also no response.
There is more going on here so I’m afraid my money is gone ☹
p.s. I already started a complaint.
We don't have to think of the worst right away. Cheer up. It hasn't been so long yet that we have to be afraid immediately.
However, I understand that if you don't get a response either via email or live chat, it doesn't add much to your trustworthiness.
Anyway, it would be good to wait a little longer and be patient, because as you were explained in the complaint, we give casinos 14 days to resolve withdrawal requests.
I hope that everything will be sorted out by then and you will get your money. If not, our team will do their best to help you.
Do you know a casino that doesn’t respond to email and live chat? I played a lot of casinos and I don’t.
If a casino has live chat they will respond. For you the same as I told Radka, try the live chat for yourself.
Do you know a casino that doesn’t respond to email and live chat? I played a lot of casinos and I don’t.
If a casino has live chat they will respond. For you the same as I told Radka, try the live chat for yourself.
I get your message and I understand you feel the chat is not operational. Definitely a point down for the casino, no further debates! Yet, when it comes to complaints, the situation remains the same. 🙁
I'm sorry to say that because I also feel there is nothing aside from waiting for you now:
"If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you."
How about trying its social media profiles? If the casino provides any...
I get your message and I understand you feel the chat is not operational. Definitely a point down for the casino, no further debates! Yet, when it comes to complaints, the situation remains the same. 🙁
I'm sorry to say that because I also feel there is nothing aside from waiting for you now:
"If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you."
How about trying its social media profiles? If the casino provides any...
Live support was available (hallelujah) but they couldn’t help me, the would forward my message to the financial department. So no progress there.
I don’t know if I’m verified. Ask them a week ago if they need documents for KYC because I like this to do upfront. Never got an answer on any of my emails so I don’t know. To be sure they don’t use this against me I also sent them an email with all the documents that a casino normally requires.
Game history is not available on the site. There is no history at all so also no deposit history and withdrawal history. I can only see that my withdrawal isn’t processed because I can still see the option "cancel payout" in my account.
I don't like where this is going to be straight and forward...
Comoros license, unsupportive "support". Thinking about this, I must say I'm a bit surprised you're the only one with an open complaint.
Would you say the casino will make it in time? I hate to be the skeptic in such situations though.
Well, 5 days to find out.
🤞🤞🤞
I don't like where this is going to be straight and forward...
Comoros license, unsupportive "support". Thinking about this, I must say I'm a bit surprised you're the only one with an open complaint.
Would you say the casino will make it in time? I hate to be the skeptic in such situations though.
Well, 5 days to find out.
🤞🤞🤞
Or the casino is a scam or the casino never did not run good from the start (in the beginning you see some social media posts) and now they don’t care anymore.
Email isn’t working anymore, email cannot be delivered anymore and live chat replied only once (I try every day)
Also sent emails to AOFA (where they got there license) but they also don’t respond.
Indeed 5 days but if your honest what is there Casinoguru can do if can’t get in touch with this casino.
Hmm, it's certainly not nice to deal with a situation like that, and when you get to answer once in a blue moon, I think it's unprofessional of the casino. Anyway, I found on our website that it is a zombie casino and our comment on that is "you will not be able to get in touch with anyone at this casino." So I'm not too surprised why you can't get an answer.
Regarding what we're going to do about it, at the very least we're going to try to resolve your situation, and if the casino doesn't have the will to resolve your situation, they'll get black points that affect their safety index, which is already low. I know that's probably not very comforting, but both you and other players will be able to see that the casino isn't very honest, and maybe that's what's going to convince the players not to play there.
We'll see how it goes. There are still 4 days left.
Hmm, it's certainly not nice to deal with a situation like that, and when you get to answer once in a blue moon, I think it's unprofessional of the casino. Anyway, I found on our website that it is a zombie casino and our comment on that is "you will not be able to get in touch with anyone at this casino." So I'm not too surprised why you can't get an answer.
Regarding what we're going to do about it, at the very least we're going to try to resolve your situation, and if the casino doesn't have the will to resolve your situation, they'll get black points that affect their safety index, which is already low. I know that's probably not very comforting, but both you and other players will be able to see that the casino isn't very honest, and maybe that's what's going to convince the players not to play there.
We'll see how it goes. There are still 4 days left.
That review on the casino is changed after my complaint. At first it was just a "Fresh Casino" with a normal safety index.
I just received this email;
Dear User,
Unfortunately the support email have not been responded to due to internal configuration mistakes.
This will be sorted. Nevertheless please be aware that we have checked and reviewed your case and we have refunded your deposits.
The reason for this is that we can not accept players from your region.
The refunds have been issued, and will derive at your account in 1/3 business days as of this morning.
Feel free to contact us back, and wishing you all the best
Kind regards
Freddy
So fingers crossed I’m getting my money back.
Well, that's great. I hope you manage to get your money back. Could you update us when they come to you? 😊
They said 3 businesses days but after 4 business days still nothing. But they are lying about more things so why wouldn’t this be a lie. They can say anything but that doesn’t mean its true.
They also said they can’t accept players from my region and that’s why they pay me back my deposits. Yeh wright that’s why the deposit page shows deposit methods only available in the Netherlands.
It's a sad situation you're in at the moment. I thought that things might move for the better, and that you would get your money, but as we can see, nothing like that is happening so far. Did you ask the casino what the problem is when the money hasn't come to you yet ?
Anyway, for now, we will have to wait and see how things will go on and where our team will get to. Could you please keep us updated if the money arrives or the casino says why it hasn't arrived yet ?
Of course i tried to get in contact with them but they don’t respond.
The only thing your team says is to wait so don’t feel very supported by CasinoGuru.
I checked the complaint and found nothing about "you should wait".
Would be fair to mention that the Team is handling an excessively high number of complaints, but as I said, I see no delay in your case.
This is a standard situation:
"Thank you. Since the casino informed you the money has been sent, we recommend players wait up to 14 days for the refund to appear in their account."
The concept of complaint is based on proving things rather than on assumptions. To prove that the casino has not refunded you, we need to provide them with a chance to do so. Only after some time has passed, we may say:"Hey, nothing has happened! Prove you made the payment."
Have you perhaps tried to get the transaction ID?
Yes there is delay in my case. First you told me to wait 2 weeks which indeed is normal. After those 2 weeks I still don’t have my money so you should investigate. Just because the casino says they will pay doesn’t mean anything, first because I proof to you that they are lying, second because they didn’t pay like they promised. And now you telling me to wait another 2 weeks (so you told me 2 times to wait) that’s 4 weeks total of waiting.
What if the casino says on September 19 "oh sorry we made a mistake we going to pay you now" you’re going to tell me then to wait another 2 weeks? We can go on forever like that.
It is obvious that this is not a normal operating casino.
You can keep saying things like "did you ask this or did you ask that" but again the casino is not answering any of my emails so yes I’m asking all of those questions but I don’t get any answers so do your work and investigate.
You would not believe that, but I'm quite convinced I already explained all the points in my previous response.
Let's not get caught in circles.
By the way, the complaint was submitted on August 28th. Hardly three weeks when the first two are indeed the 14-day period during which the Complaint Team does not step in.
Aside from that, when the casino claims the money was sent, we just can't say "Oh, but the player does not believe you, so we are going to punish you."
Technically, the complaint is open, meaning nothing has been proven yet. I know it is hard, but complaining here won't help you. We must give the casino time to pay you first, only when the casino fails to fulfill the statement - it becomes obvious they were lying. Not sooner.
I'm sorry it takes so long, but this is how it goes.
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