Meta House Mafia Casino - La retirada del jugador se ha retrasado.

Hello. Please help me. The casino mhmcasino.com has not paid out my winnings for over 20 days and is not even responding to any communication.

Здравствуйте. Помогите мне пожалуйста. Казино mhmcasino.com больше 20 дней не выплачивает мой выигрыш и даже не выходит на связь.

Dear eelmap29, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

I didn’t draw any successful conclusions.

KYC was not requested, no one has even responded to my messages for more than 20 days.

I played with a bonus.

I write to them by email, they just remain silent.

Выводов успешных не делала.

KYC не запрашивали, мне даже на сообщения никто не отвечает более 20 дней.

Играла с бонусом.

Пишу им на почту они просто молчат.

Thank you very much, eelmap29, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello eelmap29,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Meta House Mafia Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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. 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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru