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Havnt paid withdrawal request after numerous attempts

Dear Hammer007,

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 from the casino in the past?

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward me the invitation you received to take part in the casino?
• Could you please send me recent communication between you and the casino? My email is tomas@casino.guru

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,

Tomas

Dear Hammer007,

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.

This was the conversation I had tonight sorry I didn’t think to save all the others.I have passed the kyc verification process and I have received payment for a withdrawal request prior to this one and the bonus I used was a 270% no rules bonus which consist of the money deposited then the 270% added to it then simply play that amount and once that amount is played the extra made on top is yours and thankyou for your help I very much appreciate your time given.THANKYOU

Thanks for your reply.

With the website being a 'VIP Room', we'll need the information on how you were referred to the website, otherwise, we won't be able to contact an appropriate casino representative regarding the issue.

Please try to find this information, otherwise we won't be able to help.

Thanks for your understanding. I'll await your reply.

i started playing at heaps of wins casino had a couple of wins was winning more than losing then when I went to play at heaps of wins casino it redirected me to reels of fire casino because was doing so well yet when I won money at reelsonfire casino and was questioning them why was taking so long for withdrawal request which I got 3 months later I couldn’t get I contact with them so I questioned heaps of wins casino about my request and that reelsonfire who loaded through heapsofwins casinos page when logging in heaps of wins casino said they didn’t know about reelsonfire casino which clearly was a lie.sorry I didn’t think to screen shot conversations or invitations at the time as was new to it all

We'll try to help but unless we receive a positive response from casino representatives, we can't be sure this is the correct casino either.

Thank you very much, Hammer007, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Heaps of Wins to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Thankyou for your time and efforts Thomas muchly appreciated now its your time peter the odds are probaly against you as casinos seem to have the upper hand but know your efforts also are muchly appreciated thankyou

Hello there,

Thank you Hammer007 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Heaps O Wins Casino for their help in resolving this complaint. We would like to know what is the problem with the player's withdrawal and if we can do anything to help.

Thank you!

Dear Hammer007, I was in contact with the casino support but unfortunately, Heaps o Win is not connected to the VIP room in any way. I will try to contact other affiliates who could help in this situation. I ask for your patience during this time. I will keep you updated about any further developments.

Dear Hammer007, I have tried to get in contact with the Reels of Fire but unfortunately, I had no success. Due to the nature of how VIP rooms operate it is pretty difficult to get in contact with them. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue and I am sorry we could not be of more help on this occasion. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

Best regards,

Peter