Wasino Casino - El jugador afirma que el pago se ha retrasado.

The casino accepted the crypto deposit on March 14th. When it was credited, I could not make ANY game work. All games shows "Game does not exist." or an error code such as "Game [gameart-venetia] is not available! DomainId [3021]

Error type: InvalidGame

All error details can be found by logger request id: d3c61f91039d4b29b2ec1c0edf7b84bd" . I have immediately initiated a withdrawal of the same amount I deposited, since playing any game is impossible. Live support is on the site, but non existent, they never reply there. Support was unresponsive for days, then they replied in email: "Hello,

Site is operational, and we cannot accept the withdrawal unless you wager the money at lest once.

All the best,

Wasino team" I have explained, that no wager is possible, since no game is loading on their website. So they wrote: "Use a VPN , system doesn't let us process your request.

All the best 

Wasino team" - I have written back to them: "The following VPN countries has been used in order to try making ANY game work:

Germany

France

Uzbekistan

Japan

South Africa

Austria

Belgium

Norway

Sweden

Czechia

Spain

Thailand

What else shall I try?" - then they never replied again.

Withdrawal request number is #2530994193, which still to this day shows as pending.

Help me!

Thank you

Dear kiprobalom,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Still nothing, no game loads on their website, nor they replied to any emails.

Dear kiprobalom,

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.

Zero development. Casino is still unresponsive, no reply whatsoever on their end.

The withdrawal is still shows as pending, and still no game loads on their website, be it with or without VPN.

It seems btw, that they are not just not paying their licensing fees to the gaming and/or CMS system they use, but also failed to pay for CDN as well, as most of the images on the website, hosted through CDN, does not load at all.

Thank you kiprobalom for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you!

Site is now even sometimes shows some programming errors...

Hello there,

Thank you kiprobalom for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wasino Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Hi kiprobalom,

I wanted to let you know that Peter—your dedicated resolver—is currently on vacation. Because he has the deepest insight into your case and direct lines of communication with the casino, I’ve extended our timeline by an additional seven days to ensure nothing is overlooked.

Thank you for your patience and understanding during this brief delay. If you have any questions in the meantime, feel free to reach out.

Thank you.

In the meantime, this casino is still scamming people out of their money, without giving anything.

At this time, fewer and fewer elements on the website is operational, I guess as they are not paying their bills, services stop working.

See images.

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. 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 Anjoun Gaming Authority validator at the bottom of the website (link) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter