Casino Alexa - El retiro del jugador se ha retrasado.

This casino has been holding my winnings for almost a month, for no reason. Every time I contact support, I see the same answer, you need to wait a little longer. They are just dragging out time and that's it!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and help resolve the issue, could you please provide more information by answering the following questions:

• Have you received any specific reasons from the casino for the delay?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

No, there is no information from the casino.

I was not asked to undergo verification, they do not even have a section on the site.

No, this is my first conclusion.

I played different games.

I played without a bonus, only with my own money.

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation and patience.

I have sent you the last conversation with the chat. Previous conversations are automatically deleted when the chat is closed.

Я отправил вам последнюю переписку с чатом. Предыдущие переписки автоматически удаляются при закрытии чата.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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 Rubenn,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Alexa,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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,

Attila Gorkij