Professor Wins Casino - Odstoupení hráče bylo odmítnuto kvůli technické chybě.

I was given a £25 bonus which I played with and wagered in full. I then played with the non wagered winnings over two days and won £68000. I have attempted to withdraw some of the money and was told that they couldn’t make the payment for technical reasons with the server. They told me to withdraw again using the same card which I did then they have refused payout. They say they need to run further checks. I have screen shots of conversations

Dear Devinehr,

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 before? Could you please advise which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hi yes I have made successful withdrawals before.

it was a £25 lottery bonus given for funds deposited the previous day. I wagered this bonus in full then played and won a large sum and went on to play and won two grand bonuses of £20000 and then continued to win.

i tried to withdraw £400 and was told this couldn’t be processed as the payment server had technical issues and to try again which I did this was then declined. They have told me they need to conduct an investigation with the game provider (I used multiple) to make sure the winnings are fair. They have told me this takes 30 days although their email says 72 hours

Thank you very much, Devinehr, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Devinehr,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Professor Wins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Professor Wins Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions or technical issues, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear Devinehr,

As a standard, I should close the case as unresolved now.

However, in the documentation you shared with us, the casino informed you that the process should not take longer than 30 days. Currently, this period should be over or exceeded.

In the meantime, I was in contact with the casino outside of the thread, but they did not/could not provide me with any details due to their strict internal policy, and they strongly recommended you contact them, because they are allowed to provide only the owner of the casino account with the details.

Since I know they reply quite fast - before I close the case, could you please do the following:

• Write an email to customercare@professorwins.email asking for an update on the issue, and add my email (branislav.b@casino.guru) to the CC of the email
• It is possible that they will respond to you but delete me from the recipients, so it would be great if you could then forward their complete response or a screenshot to my email

I will patiently wait for your email(s) and details.

Thank you for your cooperation, patience, and understanding.

Dear Devinehr,

We are extending the timer. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the above-requested will be needed.

Best regards,

Branislav, Casino.Guru