Love Casino - La retirada del jugador se ha retrasado.

Won £900 of a £60 deposit using no bonus made a withdrawal on 18th July and I’m still waiting for my money.

they have removed the online chat and when I email they just send an automated message back to you asking you to be patient. They have no gaming license like they state they have and the telephone number is bogus and has now been removed off their website.

this is absolutely ridiculous as no other casino would hold your winnings for such a long period of time. I will not let this go though and I will get my money.

Dear melissabrownlee506,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear melissabrownlee506,

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.

I get excuse after excuse from them telling me to be patient and that the financial team are doing games checks ect which is very odd. I’m now on day 27 with my withdrawal still showing as Awaiting, I played with my own deposit and using no bonus.

there is no one to complain too as they say they can’t give those details out for a manager which in any other normal casino you would always have that option.

Thank you very much, melissabrownlee506, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Love Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you melissabrownlee506 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Love Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

I have tried to contact the casino repeatedly 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,

Peter