Token Devils Casino - El jugador experimenta un retraso en el retiro y un soporte que no responde.

Half of the games aren't working, but that's not even the main issue. It's been four days and I still can't withdraw my winnings. I've reached out to support via email but haven't received a response, and there's no online support available.

Половина игр не работает,но это не важно, а вот вывода нет уже 4 дня, поддержка по почте молчит, онлайн поддержки нету.

Dear dxlive86,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear dxlive86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Support is silent, 10 days have already passed, there is no conclusion. I sent documents to confirm my account on the first day. This is the second time I have registered at a casino that I found on your website, they also said wait 2 weeks, but the casino closed a week later, and now it will close, this casino is a scammer.

Поддержка молчит, уже 10 дней прошло, вывода нет. Документы для подтверждения аккаунта отправил в первый день. Уже второй раз регистрируюсь в казино, которое нашел у вас на сайте, так же сказали ждите 2 недели, а казино через неделю закрылось, и сейчас оно закроется, это казино мошенники.

Thank you very much, dxlive86, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear dxlive86, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Token Devils Casino outside this complaint thread and let you know any new information once I receive it.

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.

Dear dxlive86, 

I apologize, but after multiple attempts, we haven’t received any response from the casino regarding the issue, and we cannot continue resolving this complaint so we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.