Casino1337 - A retirada do jogador está atrasada devido a ‘problemas técnicos’.

The casino does not pay my withdrawal of 1.300€.

I played according to the T&Cs and converted a deposit bonus which has bo win cap to real money with 1€ bets.

Account verification is done according to the casino support.

I contacted the casino support friendly, several times, and also warned them that I will write this complaint if they do not process the payment, but they did not at all seem to be interested in clarifying the situation privately and fairly.

All I get from this casino is the comment that they have „technical problems", and no one can or will ever tell me when these „technical problems" will be over. Just as an information, everybody in the western world can do bank payments in seconds, and depositing + withdrawing are 2 of the 3 main funtions of an online casino.

My summary so far, unfortunately, can only be that a players money is GONE FOREVER after the deposit and that this casino does not pay winnings at all.

I would like to warn everybody (and hopefully it is many people) reading this NOT TO PLAY THERE.

Dear CasinoGuru team, please help me to get my fairly won money.

Dear MaxbetHunter,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Well, if you think that two weeks is a standard payout period for a modern casino, then let's just wait another six days. I can already tell you what the casino will do to my withdrawal in these six days: nothing. And then when you take action, the casino will continue to apologize, talk about technical problems and hide behind these arguments.

Gut, wenn Sie denken, dass zwei Wochen eine handelsübliche Auszahlungsdauer für ein modernes Casino sein soll, dann warten wir eben noch sechs weitere Tage. Ich kann Ihnen jetzt schon sagen, was in diesen sechs Tagen seitens des Casinos mit meiner Auszahlung passieren wird: nichts. Und wenn Sie dann tätig werden, wird sich das Casino weiter entschuldigen, von technischen Problemen sprechen und sich hinter diesen Argumenten verstecken.

Hi MaxbetHunter,

As mentioned before, here at Casino.Guru, we allocate a two-week timeframe to address delayed payment cases. We initiate contact with the casino only after this two-week period from the withdrawal request. It's essential to note that we refrain from reaching out to casinos prematurely, and the majority of cases are successfully resolved within this specified duration.

• Have there been any developments since our last conversation, please? 

As I already predicted, nothing has happened with my withdrawal in the meantime. I've been waiting hopelessly for my money for two weeks.

The casino chat only acts with excuses, continues to talk about "technical problems" and talks about "prioritizing" my case (the last "prioritizing" was a week ago), but of course the money is not paid out. But I'm not really surprised, because this kind of behavior is typical of scammers. 😉

Wie ich schon vorhergeshen habe, ist mit meiner Auszahlung in der Zwischenzeit nichts geschehen. Ich warte seit zwei Wochen hoffnungslos auf mein Geld.

Der Casinochat agiert nur mit Entschuldigungen, spricht weiter von „technischen Problemen" und redet von einer „Priorisierung" meines Falls (die letzte „Priorisierung" ist eine Woche her), aber ausgezahlt wird das Geld natürlich nicht. Wundert mich aber nicht wirklich, denn solch ein Verhalten ist typisch für Betrüger. 😉

Now Chat support acts like me waiting more than two weeks for my withdrawal is just a normal thing because they have their „process" in place, which should be a process to cheat players out on their winnings😊

@Casinoguru will this platform now do anything about it? Or is that just it = support for a casino that does not pay wthdrawals?

Thank you very much, MaxbetHunter, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 MaxbetHunter,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino1337,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

As this DAMA N.V. casino will obviously never reply here (5 days without any reaction to CasinoGuru team), I‘ll give an update:

After three weeks of meaningless waiting for my money, the casino cancelled my withdrawal just like that. They wanted me to issue new withdrawals with 500€ max size, which is an information that any of the so called service agents could have given me in one of my many many chats with them, but of course, they did not mention that.

Now, I guess, the meaningless waiting period of many weeks until the next detail that is not fully according to whatever thing they want begins again.

I contacted the support, but no answer from them like always. I only got the system message that my ticket has been opened, but I already have 5-6 of such messages in my inbox and never got a reply.

All in all: horrible experience, will probably never get my winnings.

I will update this in case they pay my withdrawal. As long as there is no update from me, there is no payment from them and in the meanwhile I cannot recommend to anyone to deposit a single cent in this so called casino, which is probably fake and fraud.

Did not expact that from a bigger provider like DAMA N.V., so sad…

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.

„May negatively effect it‘s rating"?! The most important thing for players is that casinos pay withdrawals.

If fraudulent behaviour from a casino does not effect it‘s rating massively - how should a casino rating on this platform ever decrease?!

Not trustworthy!

PS: if what I mention in this message is true, then I know why the casino does not answer: it does not need to answer because the rating will stay the same even if they massively cheat on players, like this casino does! 😉

Dear MaxbetHunter,

I have been in contact with casino representatives outside of this thread and I got confirmation that the first part of your withdrawal has already been approved and the rest will soon be as well. Please let us know here in the thread when your withdrawal arrives. We look forward to hearing from you.

From my point of view, that is not true. See the attached screenshot I took some seconds ago from the casino wallet. All transactions are pending, no transaction is approved. And no money arrived on my bank account from the casino.

Dear MaxbetHunter,

Could you give us an update regarding your withdrawal requests? Were there any changes?

The casino starts to pay. Problem: they have a 500€ max. withdrawal, so I had to make more than 1 withdrawal. Whenever they pay a single withdrawal, they cancel all the others because „only 1 withdrawal per day is allowed". Meaning: after a withdrawal, I have to wait a day and then do a new withdrawal. Of course, then there is always additional waiting time until the next withdrawal is processed and so on.

The whole process is designed to go as slow as possible and 300€ are still not payed.

Meaning, I continue to do what I do for 4 weeks now: waiting.

As I have mentioned above, all your withdrawal requests will eventually be approved and paid out, even if the requests have to be placed one after another. Sometimes technical issues happen, people are not perfect and it is not possible to function at 100% all the time without any mistakes or issues.

I assure you, it is in the casino's best interest to pay out the players in full and on time, but sometimes, all we can do is wait. Please let us know here in the thread with any updates regarding the rest of your payment. I am sure it will be resolved successfully.

If it is be payed, I will give an update.

Last withdrawal is payed, thanks to CasinoGuru Team!

All in all: worst payout experience I had so far. I will never again deposit a single cent in Casino1337, nor would I recommend anyone to play there.

Dear MaxbetHunter,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru