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Withdrawal missing and funds in balance

Dear cliftonrogers1979,

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. When you said missing - did you mean that the withdrawal has not been processed or your funds completely disappeared from your casino account?

Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

yes so i deposited $10 from my bank account and i won $800 i withdrew the winnings but then reverse withdrawn a few times about $350 then i had to go do some errins so i logged out i had about $89 on my balance including the $450 pending to be withdrawn then logged back in about 2hours later to see that there was $0 in my account i thought i logged into someone elses account so i try to get ahold of live chat whitch was very busy the busiest ive ever seen iti was in qued 23rd so i waited finally got ahold of them witch was no help at all and they could say that i reversed the whole lot and played it out witch i claimed my innocence and still do reminding them that i did not so i checked the banking and deposits and withdraws and even my game history and could not find anything witch was abit weird so i thought there was a glitch or something because i couldnt find anything i was just getting errors so i get ahold of them again and this time im 16th in que so i waited just to hear them repeat themselves but now they said they are going to locked my account because i must be compromised so now i cant investigate it myself i cant track where the funds have gone or get back on to my account all they said was for me to get a police report done then upload the document to them where i dont think i should have too ive done nothing wrong they have made it nothing but harder for me to find out what the heck is going on and thats my problem

Thank you very much, cliftonrogers1979, for your reply. I’m afraid we've reached a stage where I’m not able to help you anymore with this case. Unfortunately, casinos from this group refuse to cooperate and comment on any complaints due to strict GDPR regulations.

Therefore, we recommend players contact the official ADR directly and use this complaint as a reference. You can file an official complaint to Ecogra

https://ecogra.org/contact-us/

I wish we could be of more help, but sadly, there’s not much we can do for you in this matter. Please let us know how you wish to proceed. Thank you for your understanding.

Dear cliftonrogers1979,

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.