JVSPINBET Casino - El jugador aún no ha recibido las ganancias.

I have made payout request at 8th september worth IDR 4.833.210 ( $291) via an airtm account. After countless everyday asking for support,

 the answer is still same > We are sorry you are facing this issue. But don't worry, we're here to help. We have forwarded the issue to our specialists.

So okay, its all about specialist and specialist.

After 15 days, at 23th september they told me that  "Unfortunately, my withdrawal request was unsuccessful, and the funds were automatically returned to your gaming account. We recommend that you try to make another withdrawal request"

Then when i made another withdraw request, they say that "that it can not be used because the deposit and withdrawal methods is not match"

What?

After long confirmation here and there. They finally accepted my other request at 24th (this time worth IDR 5.257.000 or $317) and said that " If the funds are not credited within 24 hours, please get back in touch with us and we'll look into the issue"

From 24th september until now i keep asking them through emails and the answer is still the same. Their specialist are working on the issue!! 

Unbelieveable. Here i am feeling hopeless and disgusted.

This is the first time in my  online gambling history that i've encountered such issue.

Dear harumembiru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear harumembiru,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

As of now, the issue I reported HAS STILL NOT BEEN RESOLVED. The promised timeframe has passed, and there has been no progress whatsoever

I asked them yesterday the answer is still same.

Dear player, 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?

Did you accumulate your winnings with or without an active bonus?

Is the withdrawal still pending? Could you please send us a screenshot of the current status?

Can you confirm whether you requested the withdrawal using the same method that you used for the deposit?

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.

Have you made any successful withdrawals before?

No never, this is the first time.

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

Yes i have passed the KYC.

Did you accumulate your winnings with or without an active bonus?

No, my winning accumulate without active bonus.

Is the withdrawal still pending? Could you please send us a screenshot of the current status?

Yes, the withdrawal still pending. Here the screenshot and the latest email from them.

Can you confirm whether you requested the withdrawal using the same method that you used for the deposit?

No, i made my deposits using QRIS which is a method that is very convenient for us, players from Indonesia.

but the withdrawal that i made through Airtm

Dear player, could you confirm if the casino has approved Airtm as a withdrawal method and if you've completed any verification steps with them for this method? If you haven’t, it might be the reason for the delay.

Oh of course. they approved my withdrawal through AirTM since there is no option to withdraw using any bank transfer etc except ewallets and various crypto's and they have accepted my request since 24th september and i've completed any verification steps for this method.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@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 harumembiru,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear harumembiru,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana