Casino Intense - Hráč se snaží stáhnout svůj zůstatek.

I've been trying to contact them for days to get my money since I won it, but they disappeared and I can't contact them, I don't know how to do it anymore they even blocked my live chat on the site

Sono giorni che cerco di contattarli per avere i miei soldi dato che li ho vinti, ma sono spariti e non riesco a contattarli, non so più come fare mi hanno addirittura bloccato la chat live sul sito

Hello surianivienna,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Intense. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, yes my account is verified, I sent the documents as soon as I opened the account, more or less about 2/3 months ago, no it wasn't a bonus win but real money, the last time I heard from them was about 4 days ago, when I asked at what stage my withdrawal was, they replied that they would accept the request during the day, from there I can no longer get in touch with them, I try to open the chat on the site only they put me on hold hours and in the end they close the chat without even letting me speak, I tried to send the email but it came back and told me that the address was not valid because it was insistent.

Salve, si il mio account è verificato, ho inviato i documenti appena aperto il conto, su per giù circa 2/3 mesi fa, no non è stata una vincita bonus ma soldi reali, l’ultima volta che li ho sentiti è stato circa 4 giorni fa, dove chiedevo a che punto fosse il mio prelievo, mi hanno risposto che in giornata avrebbero accettato la richiesta, da lì non riesco più a mettermi in contatto con loro, provo ad aprire la chat sul sito solo che mi mettono in attesa delle ore e alla fine mi chiudono la chat senza neanche farmi parlare, ho provato a mandare l’email ma mi ritornata indietro e mi dice che l’indirizzo non è valido perché insistente.

Thank you surianivienna for all the information provided. I will now forward your complaint to my colleague Veronika (veronika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear surianivienna,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Casino Intense to join the conversation and aid in the resolution of this complaint.

Hello,

We're very sorry for this inconvenience, we had some issues with a payment provider.

The withdrawal was approved and the payment was issued on March 3rd.

Thank you for your understanding and sorry again.

Best,

Dear Casino Intense representative, thank you for your quick response.

Dear surianivienna, can you please confirm if you have received your winnings yet?

Dear surianivienna,

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.