Mr. James Casino - El retiro del jugador se ha retrasado.

Hello, I need your help with withdrawing at Mr. James Casino.

After losing money there for the last few months (because you can't close the account) I won something 1 week ago (without bonus money, purely through the deposit) exactly 1700 €, but it works nothing more regarding the payout. I just got an email that the payout was requested.

Have already contacted the chat support several times. At first it was said that the processing would take 3-4 days, then I was put off for 6 days. Today, they said the finance department would send me an email when the time came.

I wrote an email to support (finance) 3 days ago but got no response.

what should i do next?

Hallo, ich brauche Ihre Hilfe bei der Auszahlung im Mr. James Casino.

Nach dem ich die letzten Monate dort immer nur Geld verloren habe,( weil man das Konto ja nicht schließen lassen kann)habe ich vor 1 Woche mal was gewonnen, (ohne Bonus Geld, rein durch die Einzahlung) genau 1700€, doch es geht nichts weiter bezüglich der Auszahlung. Habe nur eine E-Mail bekommen das die Auszahlung beantragt wurde.

Habe schon mehrmals mit dem Chat Support Kontakt aufgenommen. Zuerst hieß es die Bearbeitung dauert 3-4 Tag, dann wurde ich auf 6 Tage vertröstet heute dann habe sie gesagt die Finanzabteilung schickt mir eine Mail wenn es soweit ist.

Habe dem Support(Finanz) vor 3 Tagen eine Email geschrieben aber null Rückantwort bekommen.

was soll ich weiter machen?

Dear Elvira,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed KYC successfully, please? Do I understand correctly that this was your first attempt for a withdrawal?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

In this case, I'd suggest waiting for additional 5 days. We will keep this complaint open and if there is no development, please let us know and we will intervene.

Ok thanks, I'll get back to you later.

Ok danke, dann melde ich später wieder.

Got mail yesterday about re-verification. I'm curious how long it will take again until I get an answer from Mr James

Habe gestern Mail bezüglich nochmaligen Verifizierung bekommen. Ich bin gespannt wie lange es wieder dauert bist ich eine Antwort von Mr, James bekomme

Elvira, do I understand correctly, that the casino asked you to verify your identity? Have you provided all the required documents?

I was asked to confirm my identity again. Sent it all yesterday.

Ich wurde gebeten meine Identität noch mal zu bestätigen. Habe alles gestern gesendet.

Thank you for your confirmation. So let's give the casino a few days to review your documents. I'd suggest 7 days, and if there is no development, we will intervene. Please, keep us updated and let us know if there is anything new regarding your case.

OK thanks

Ok, danke

Good morning, it's 1 week today since I sent the requested documents to Mr. James. So far I have not received any feedback from the provider as to whether everything was sufficient or when I can expect the payment.

Guten Morgen, heute ist es 1 Woche seit ich die verlangten Unterlagen an Mr. James gesendet hab. Habe bis dato noch keine Rückmeldung vom Anbieter bekommen ob alles ausreichend war oder wann ich die Auszahlung erwarten kann.

Thank you very much Elvira for the update. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Elvira!

I will be taking care of your complaint from now on. I would like to ask Mr. James Casino to join this discussion in order to resolve the issue with the payment.

It's really strange that in live chat you always get other excuses why the payout is not processed.

Es ist wirklich seltsam das man im Live Chat immer andere Ausreden bekommt warum die Auszahlung nicht bearbeitet wird.

We would like to ask Mr. James 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 will have negative impact on the casino's rating.

My requested payout from 01/02/21 has now been booked by the casino as a requested payout on 02/01/21. New transaction number although I haven't edited anything myself.

Meine angeforderte Auszahlung vom 02.01.21 wurde jetzt vom Casino als angeforderte Auszahlung am 01.02.21 gebucht. Neue Transaktionsnummer obwohl ich nichts selber bearbeitet habe.