Treasure Mile Casino - La retirada del jugador se ha retrasado.

This is the most recent problem but it's already been the same several times .. I've been playing for more than a year the first time I won and I made a withdrawal of 400 everything was fine then I tried to make another one and it took about two months and they couldn't complete the withdrawal that why my information was wrong, being the same that I had previously used and well I have struggled three or 4 times and when I want to chat live and ask about the withdrawal they take more than 30 minutes and if not they simply disconnect of the chat or they don't know what to say and then someone else enters the conversation and so on one after another and I think they only do it to make one desperate... why when I want to make a deposit and I speak to tell them... In less than 2 minutes they have everything ready for me to enter my data... and this last time it was about 4 days and now I did it faster requesting in bitcoin and what has me very annoyed is that it's the same... They don't answer, they leave the chat, they take me out of the casino, (forgot to mention ar that they always offer me to make a withdrawal by check to my postal address and when I tell them that I want the check they tell me that they don't send checks... I mean what kind of game are we playing or why do they make fun of me)

Este es el problema más reciente pero ya son varias veses que susede lo mismo .. llevo más de un año jugando la primera ves que gane e hise un retiro de 400 todo bien después trate de haser otro y tardo cerca de dos meses y no pudieron completar el retiro que por qué mi información estaba mal , siendo la misma que avía usado anterior mente y pues así e batallado tres o 4 veses y cuando quiero chatear en vivo y pregunto sobre el retiro tardan más de 30 minutos y si no simplemente se desconectan de el chat o no saben que desir y entonces alguien más entra en la conversación y así uno tras otro y creo solo lo hasen para que se desespere uno .. por qué cuando quiero haser un depósito y hablo para desirles ... En menos de 2 minutos ya tienen todo listo para que ingrese mis datos.. y está última ves fue ase 4 días y aora lo hice de manera más rápido solicitando en bitcoin y lo que me tiene muy molesto es que es lo mismo ... No contestan, dejan el chat ,me sacan de el casino , (olvide mencionar que siempre me ofrecen haser retiro mediante un cheque a mi dirección postal y cuando les digo que quiero el cheke me disen que ellos no mandan cheques .. osea que clase de juego estamos jugando o por qué se burlan de mi )

Hello Luis,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly you requested this withdrawal?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Ok ok I will send you some screenshots by email thank you very much

Ok de acuerdo le mandaré algunas capturas por correo electrónico muchas gracias

Thank you for your emails, Luis. Could you please advise when exactly you requested the withdrawal? I see one pending transaction from the 9th of February, but in the chat, you mentioned multiple times that you requested the withdrawal on the 11th.

Yes, it was on the 9th... the one on the 11th was from another withdrawal that I tried to do in November, but the last one was not possible either.

Si fue el día 9 .. el de el día 11 fue de otro retiro que trate de hacer en noviembre pero al último tampoco fue posible.

Ok, I understand now, thanks. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 

In this case, I would recommend that you wait for a few more days. I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development within this time frime, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

They told me that there was no shipment on the 9th and there was no balance in my account, it simply disappeared. I sent information to your email, thank you

Me an dicho que no ay niun envío el día 9 y tampoco saldo en mi cuenta simplemente desapareció. E envíado información a su correo electrónico, gracias

Thank you very much Luis for your reply. I will now transfer your complaint to my colleague Martin (martin.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 soon.

Thank you very much for your time

Muchas gracias por su tiempo

Hello Luis!

From now on, I will take care of your complaint. I would like to invite representatives of Treasure Mile Casino into this complaint in order to help us with resolving of the withdrawal issue.

Seem right.

Me parece bien.

We would like to ask Treasure Mile 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 will have a negative impact on the casino's rating.

Stand up for me so more people can see and avoid having to deal with these kinds of issues. Thank you very much

Me párese bien así más personas podrán ver y evitar tener que lidiar con este tipo de problemas. Muchas gracias

The casino remains unresponsive and after number of repeated efforts to contact them they have not responded to this complaint. Without the casino's entry to the discussion, we can't even start resolving this complaint and we are forced to close it as ‘unresolved’, which will have a negative impact on the casino's rating.

As the casino is licensed by Curacao licensing authority, I'd like to suggest an option to raise the complaint with this authority. In case of any information needed, please contact me via my email address: martin.d@casino.guru.