Non-Gamstop Casino - La retirada del jugador se retrasa.

Asked for withdrawal of winnings almost 2 weeks ago yet to receive all I get is excuses and the same replies looks like a automated response for my questions as always the same excuses really do feel like I'm not going to get my money

Dear andrewsilcox465, 

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.

When exactly did you submit this withdrawal request?

Have you made any successful withdrawals before?

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

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Hi yes requested 12th then was pending review had to pass kyc which I did and account was fully verified think 16th winnings went from pending to processed but still have nor received anything numerous emails sent and live chat communication but just get the same run around excuses not to worry ect. Your money has been sent ect. Wait couple of days ect. But nothing ever appears in my bank account.

This is my first withdrawal so not received any sort of money

Money accumulated without active bonus

Regards

Mr S.

Contacted bank today and nothing pending or no contact from casino saying resent funds which the casino said they had done they just tell lies and have no intention of paying me my money

Thank you very much, andrewsilcox465, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 andrewsilcox465,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Non-Gamstop Casino's representatives to join this discussion in order to resolve the issue. Meanwhile, if you have any updates regarding your withdrawals, please let us know.

Kind regards,

Dominika

Casino.Guru

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,

Dominika

Casino.Guru