Minny Casino - El jugador lucha por retirar su saldo.

Some time ago I saw this casino on your site, registered and made a deposit. After a while, I requested my first withdrawal of $100. I was asked to send documents for verification, which I did. The documents were checked quickly, the account was verified and the money came within two days. But, here is the next withdrawal I requested of $ 300, I waited 2 weeks (about 14 days), tried to contact the support service, but no one answered me. Then I canceled the payment, and requested 200 dollars, waited 7 days, canceled again, and requested 100 dollars. Another week has passed, I have not received the money, and today I made a new request for $300. As a result, I have not been able to receive a payment for more than a month, and no one answers my letters. I think that this casino is a scam, but perhaps you could help me in resolving my issue. Thank you.

Некоторое время назад увидел у вас на сайте данное казино, зарегистрировался и сделал депозит. Через некоторое время я запросил свой первый вывод в 100 долларов. Меня попросили прислать документы для верификации, что я и сделал. Документы проверили быстро, счет верифицировали и деньги пришли в течении двух дней. Но, вот следующий запрошенный мною вывод в 300 долларов я ждал 2 недели ( около 14 дней), пытался связаться со службой поддержки, но мне так ни кто не ответил. Затем я сделал отмену выплаты, и запросил 200 долларов, ждал 7 дней, снова сделал отмену, и запросил уже 100 долларов. Снова прошла неделя, деньги я не получил, и сегодня сделал новый запрос на 300 долларов. В итоге я не могу получить выплату уже более месяца, и на мои письма никто не отвечают. Я думаю, что данное казино является мошенническим, но возможно вы-бы смогли мне помочь в решении моего вопроса. Спасибо.

Hello rokita555,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Minny Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. On August 20, they verified my account, which was reported by mail. I can take a screenshot, but I did not find it here - how to attach it to this answer.

I did not take the bonus, and accumulated the balance only with real money.

Since August 20th, I have tried to contact the casino about eight times, the last time on October 20th, but no one answered me.

Здравствуйте. 20 августа мне верифицировали счет, о чем сообщили по почте. Могу сделать скриншот, но здесь не нашел - как его прикрепить к данному ответу.

Бонус я не брал, и накапливал баланс только реальными деньгами.

С 20-го августа я пытался связаться с казино около восьми раз, последний раз - 20 октября, но мне так никто и не ответил.

Thank you rokita555 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear rokita555,

I am so sorry to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Minny Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Minny Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear rokita555,

Do you have any news regarding your withdrawal?

Kind regards,

Stefan

Hello. I never received the payment. Nobody answered me either.

Здравствуйте. Выплату я так и не получил. Мне так-же никто не ответил.

Dear rokita555,

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 Curacao Gaming Authority (certria@gaminglicences.com and/or complaints@gaminglicences.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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan