Casino Classic - Výplata hráčovy výhry se zpozdila.

Won 50k on Fishing Bigger Pots of Gold. Submitted withdrawal, asked for ID and proof of address. Sent both. Asked for selfie, sent selfie. Asked for bank statement signed by the bank and 2 pay stubs, sent. Ignored for a week. Spammed their email because they have no customer service. Replied asking for the proof of income and paystubs again, sent tax documents + pay stubs and bank statement. Ignored. Havent heard anything since april 12.

Dear polo_paolo,

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

Is it possible to put this case on hold? I have also submitted a complaint to another forum and they have already sent a request to the casino earlier today. I dont want to complicate the issue anymore than I have too.

Dear polo_paolo,

We can close this complaint and you can ask for reopen later. Please, let me know if this would be an option for you.

Hi there

Due to the nature of this complaint, the player will need to first email our internal complaints department at complaints@crhelpdesk.com. If they are unsatisfied with the outcome they will need to submit a complaint with ecogra.

This is the quickest way for the player to get a resolution for their case. There's nothing else I can offer here outside of that advice and requiring me to go back and forth here will only delay any resolution.

Posting on multiple online forums and complaint websites will not achieve anything as the advice will be the same.

Cheers

Dear polo_paolo,

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.

They still have not paid me or provided a valid reason or proof. Closed my account and didnt even refund my deposits.

polo_paolo, have you submitted an official complaint to the casino's complaints department as suggested in their message?

Yes, 3 times.

Have you received any reply? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear polo_paolo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.