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I played at casino fizz888 on 11/8-2024 and won 6000 euros without bonuses. I made a withdrawal that was approved, but I did not receive my money.

Jag spelade på casino fizz888 11/8-2024 jag van 6000 evro utan bonusar jag gjorde ett uttag som var godkänd men jag fick inte minna pengar

Hello Mefail,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fizz888 Casino. 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 if 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 my account is verified as approved 11/8-24. I played with my money didn't use any bonus. I wrote with them offline two days ago. They told me to be patient.

hej mitt konto är verifierat som godkänt 11/8-24. Jag spelade med mina pengar använde inte nån bonus. Jag skrev med dom olinechat två dagar sen. Dom sa att jag ska ha tålamod.

Hello Mefail,

Would it be possible to forward any communication between you and the casino regarding this matter to nikolas.b@casino.guru?

Is this your first ever withdrawal request from the casino and if not, did you get previously paid out?

Looking forward to your answer.

Regards,

Nick

I have emailed you everything to the email you provided

etc. Mefail

Jag har mailat dig alltingen till den mailen du angav

mvh Mefail

Thank you Mefail for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mefail,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Fizz888 Casino to join the conversation.

Dear Fizz888 Casino,

I would appreciate your assistance in clarifying the status of the player's winnings, as they have yet to be received. Could you also inform me when the withdrawal was processed on your side?

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.

Hello

casino fizz888 dom changing name to Rx casino. They sent my money back to their casino account. I cannot make a withdrawal.

Hej

casino fizz888 dom bytande namn till Rx casino. Mina pengar har dom skickat tillbaka till sitt casino konto. Jag kan inte göra ett uttag.

Dear Mefail,

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 mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. The Casino previously held a license issued by Curaçao Gaming Control Board (GCB) Authority; however, due to recent changes in the casino name, website link, and operator, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. You can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Curaçao Gaming Control Board | Casino Guru . Maybe they will be able to help. Please let me know how they responded at michal.k@casino.guru if you do so.

I am sorry we could not be of more help on this occasion. If you experience an issue with any other casino in the future, feel free to contact us again, and we will do our best to help.

Best regards,

Michal

Casino Guru