BookMaker Casino - A retirada do jogador é adiada e não há resposta.

Account BKR836***

On July 11, 2024 I wanted to withdraw some funds. For withdrawal support asked me to send a photo for verification to control@bookmaker.eu

After verification they wrote me that I should send other photos to kyc@bookmaker.eu.

On July 14 I sent a photo, on July 16 I sent an additional photo that I was asked to take.

On July 17 I was asked to fill out a withdrawal form.

It's been over two weeks now, no response. I've emailed kyc@bookmaker.eu twice (last time on July 21), still no response. I wrote to cs@bookmaker.eu and cryptofees@bookmaker.eu, no response.

I was told several times in chat that I would be contacted, it's been over a week, I still haven't been contacted.

I have not received any additional information since July 17.

I want action to be taken to resolve my problem.

Dear zver5531,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify if you filled out the correct personal information including your first name, last name, and country of residence in the registration form?

Have you used any VPN or IP-masking software to access the casino website?

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

Best regards

Veronika

Hello! No, I didn't use a VPN

Thank you for your reply.

Could you please specify if you filled out the correct personal information including your first name, last name, and country of residence in the registration form? What is your country of residence, specifically?

Country of residence Russia. I filled everything out correctly.

Were you able to choose Russia as your country of residence? When exactly did you register in BookMaker Casino?

If you are able to access your account, could you please send me the screenshot of your profile with your personal information visible, including your country?

I registered an account around the summer of 2023. Yes, when registering I chose Russia as my country of residence. There seems to be no way to view my personal data in the profile, at least I couldn't find it. But when registering I definitely chose Russia and entered my personal data.

Sent you screenshots of the chat correspondence regarding this issue. 

Thank you very much, zver5531, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, zver5531!

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'll be waiting

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! Am I to understand that there is nothing you can do for me now?

Hello, unfortunately, yes.

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