Token Devils Casino - La retirada del jugador se retrasa.

This casino has been refusing to process my withdrawal request from 29.01.2024 for nearly two months now, despite numerous inquiries and further reassurances. KYC verification has already been carried out.

Dieses Casino will nach nun bald 2 Monaten meine Auszahlung trotz mehrmaligen nachfragen und weiteren vertrösten meinen Auszahlungsantrag vom 29.01.2024 nicht durchführen. KYC wurde bereits durchtgeführt.

Dear Greyfairytayle, 

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.

Have you made any successful withdrawals before?

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

When was the last time you communicated with the casino and what was it about?

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 Veronica!

No, this is my FIRST withdrawal.

The winnings were accumulated WITHOUT a bonus.

When I last communicated can be seen in the attached email. That was February 28th, 2024 - since then I have been ignored or no longer received an answer.

Hi Veronika!

Nein das ist meine ERSTE Abhebung.

Der Gewinn wurde OHNE Bonus angesammelt.

Wann ich das letzte mal Kommuniziert habe ist im angehängten Mailverkehr ersichtlich. Das war der 28.02.2024 - seitdem werde ich ignoriert bzw. bekomme keine Antwort mehr.

Thank you very much, Greyfairytayle, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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 Greyfairytayle,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Token Devils Casino representative to join this conversation.

Dear Token Devils Casino,

Could you please clarify, why the withdrawal has been delayed?

Thank you in advance,

Mirka

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,

Mirka