Casino Royal Club - Výběr hráče byl zpožděn.

I saw the $30 free chip bonus on your site with bonus code 30CASINOGURU. After clearing the bonus roll I contacted the casino's live chat. They told me that I must deposit 25 euros with crypto currencies otherwise I cannot claim my profit withdrawal. Many buddies told me that they would pay me within 7-10 days. Almost a month has passed since my withdrawal was on 23.03.2023 and today's date is 21.04.2023 I have not received the money, only the same lies from them that they have too many requests at the moment for withdrawals and that they put me on high priority and I will be paid for sure. At the same time they offer me a new bonus almost every day and tell me to cancel my withdrawal and that I have the opportunity to double my winnings if I do so with their new bonus that has come out supposedly new and just came out and so they offer it to me to double your profits. I'm stuck with 81 euros and I don't think I'll get them anymore. I hope you can help with a slot casino. Thanks !

Видях бонусът за безплатен чип от 30$ във вашият сайт с бонус код 30CASINOGURU. След като изчистих превъртането на бонусът се свързах с лайв чатът на казиното. Те ми казаха, че задължително трябва да депозирам 25 евро с крипто валути иначе не мога да заявя тегленето на печалбата си. Много бъди ме обеждаваха, че ще ми изплатят до 7-10 дни. Вече минаха близо месец от тегленето ми беше на датата 23.03.2023, а днешната дата е 21.04.2023 парите не съм получил, а само едни и същи лъжи от тях, че имат твърде много заявки в момента за тегления и че са ме сложили на висок приоритет и ще ми бъде изплатено със сигурност. Като същевременно ми предлагат нови бонус почти всеки ден и ми казват да откажа тегленето си и че имам възможност да удвоя печалбите си ако го направя с техният нов бонус който е излязъл уж е нов и излязъл току-що и затова ми го предлагат за да удвоя печалбите си. Вися с 81 евро и мисля, че няма да ги получа вече. Надявам се да можете да помогнете с мушенническо казино. Благодаря !

Dear nqmatakav,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Yes, my withdrawal from 03/23/2023 is still in "Requested" status. This picture shows the casino's response:

Да, тегленето ми от 23.03.2023 все още стои в статус "Requested". На тази снимка се вижда отговорът на казиното:

Please take a look at the photos that I uploaded when submitting the complaint, because you can see almost everything there.

Моля да погледнете и снимките които прекачих като подавам жалбата защото там се вижда почти всичко.

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

Hello, Nqmatakav!

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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.

Best regards,

Pavel K

Casino Guru Team