WinnerCasino - Der Rückzug des Spielers verzögert sich.

I haven't been paid for over 2 months. If e-mails are answered at all, then always with the same excuse, namely that there is currently a high volume of inquiries and we ask for your understanding for delays.

Ich werde seit über 2 Monaten nicht ausgezahlt. Wenn E Mails überhaupt beantwortet werden, dann immer mit der gleichen Ausrede, nämlich dass zurzeit ein hohes Aufkommen an Anfragen besteht und sie um Verständnis für Verzögerungen bitten.

Dear jennyedner90,

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 from the casino in the past? 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,

Tomas

Dear jennyedner90,

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.

No, the winnings were collected with no active bonus and no bonus was active during the payout request. Also, I haven't received any payouts in the past, I was only allowed to make deposits, that wasn't a problem and it was quick 😉

I also have the KYC verification and passed it.

to the current status:

many thanks for your help!

Nein die Gewinne wurden mit keinem aktiven Bono’s gesammelt und auch währten der Auszahlungsaufforderung war kein Bonus aktiv. Auch habe ich in der Vergangenheit keine Auszahlungen erhalten, nur einzahlen durfte ich, das war kein Problem und ging schnell 😉

Die KYC- Verifizierung habe ich ebenfalls und bestanden.

zum aktuellen Stand:

vielen Dank für ihre Hilfe!

Thank you very much, jennyedner90, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Jennyedner90!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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.

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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel k

Casino Guru Team