Miracle Casino - El retiro del jugador se retrasa.

On October 15th, I made a deposit, used the daily 5% deposit bonus, and met the bonus conditions to request a withdrawal. However, I received a message on the site stating that due to the large amount, a review was necessary. Since then, I have repeatedly inquired but receive the same response each time. It has been two weeks, and there is no progress on the issue, so I am filing this complaint. I have passed the KYC verification and have successfully withdrawn on multiple occasions in the past.

Thank you for your attention.

10月15日に、入金し、毎日入金5%ボーナスを使用し、ボーナス条件を満たして出金をかけたところ、高額の出金のため審査が必要だというメッセージがサイト内で行われました。以降何度か問い合わせても同じ内容の繰り返しです。2週間経っても問題の内容が進展しないことからクレームを提出させていただきます。KYCは合格しており、また過去に複数回出金は成功しております。

よろしくお願いいたします。

Dear diaaugust0620,

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 been informed about the likely duration of the review process?

Is the review related to the KYC verification process or your gaming activity?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Were you notified of how long the review process would take?

→ No, they just told me to wait and didn't answer any questions about the deadline.

Is the review related to the KYC verification process or gaming activities?

→The first response from the casino was that it was related to the game play history. However, after the second inquiry, they said that the delay was due to the large withdrawal amount.

Can you share your experience with the casino regarding the withdrawal?

→We will attach it via email.

レビュープロセスの所要期間について通知を受けましたか?

→いいえ。ただ待つように言われただけで、期限についての質問には答えてもらえません。

レビューは KYC 検証プロセスまたはゲーム活動に関連していますか?

→ゲームのプレイ履歴に関連していると初めのカジノ側の返信で言われました。しかし、２回目以降の問い合わせでは出金額が大きいためという理由で遅延しているということでした。

出金に関してカジノとのやり取りを共有していただけますか？

→メールで添付いたします。

Dear diaaugust0620, do you have any updates on the review process?

Yes. I contacted them again and they said they are still checking the play history.

はい。再度問い合わせたところ、現在もプレイ履歴をチェックしているそうです。

Dear diaaugust0620, have you been informed about the expected duration of the review process?

No. I have asked for a specific date, but they just say they don't know. Also, the Miracle Casino site has been under maintenance for over a week and I can't even log in to the site.

いいえ。具体的な日付を伝えるよう求めていますが、それはわからないとしか言われません。また、このミラクルカジノのサイトは1週間以上メンテナンスという名目でサイトにログインすらできません。

Thank you very much, diaaugust0620, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear diaaugust0620,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I will now try to contact the Miracle Casino's representatives outside this thread, as they are under the maintenance right now, and will inform you soon about any updates.

Best Regards,

Romi

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 diaaugust0620,

I have tried to contact the casino repeatedly but had no success. The casino is under maintenance and doesn't respond at all. 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 (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Romi