CasinoAvion - A retirada do jogador está atrasada.

Hello, good afternoon. What happens is that when I registered in the casino, I made a deposit of $10, later I verified my documents, which was really fast. In the terms and conditions, it said that I can request my withdrawal 7 days after having approved the verification. which I approved and continued playing I won $200 and then I requested my withdrawal with my verified account the casino took three days to approve my request then it took a little more than 15 days to date almost reaching 20 when I received an email saying that my deposit had been successfully processed, I checked my Astro Pay account, which was where I made the deposit and it was where my $200 would arrive but it never arrived I waited and waited and nothing has arrived and it's been almost over a month and that's why I raise the complaint.

I must add that the casino no longer lets me log in, it appears to me that my account is unstable, nothing else appears in the casino, I send emails and there is no response and I would like them to give my case a bit of priority because it is almost a month I was tolerant I was writing comments emails and nothing and I think that when I had to deposit there was no problem it was done instantly and the withdrawal is already going Almost more than a month and I don't see it or account

Hola buenas tardes Lo que sucede es que medir de alta en el casino realicé un depósito de $10 posteriormente realicé mi verificación de documentos la cual realmente fue rápida en los términos y condiciones decía que puedo solicitar mi retiro 7 días después de haber aprobado la verificación la cual aprobé y seguí jugando gané $200 y después solicité mi retiro ya con mi cuenta verificada el casino tardó tres días en aprobar mi solicitud después tardó hasta la fecha poco más de 15 días casi llegando a los 20 en que me llegó un correo que decía que mi depósito había sido procesado con éxito, revisé mi cuenta de Astro Pay que fue donde yo realicé el depósito y fue por la cual me llegarían mis $200 pero nunca llegaron esperé esperé y no ha llegado nada ya pasó Casi más de un mes y por eso levanto la queja.

Debo Añadir que el casino ya no me deja Iniciar sesión me aparece que mi cuenta está inestable no me aparece nada más en el casino envío correos y no hay respuesta y me gustaría que le dieran un poco de prioridad a mi caso porque ya es casi un mes fui tolerante estuve escribiendo comentarios correos y nada y creo que cuando tuve que depositar no hubo ningún problema se realizó al instante y el retiro ya va Casi más de un mes y no no lo veo ni cuenta

Hello Fernando7500,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoAvion. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Since when is your account closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, good day, to which I attach my receipt, the day my account was verified is February 2, here I put the email. In any case, the last time I spoke with him, the casino was about my payment. It seems to me that they had said that it was about to be processed. but they didn't answer so often anymore and I didn't make any profit with Bonus either, all my profit was based on my deposit

Hola buen día a qué anexo mi comprobante el día que mi cuenta fue verificada es el 2 de febrero aquí pongo el correo de todas maneras el último que hablé con el con el casino fue sobre mi pago me parece que ellos habían dicho que estaba por procesarse pero ya no contestaban tan tan seguido y tampoco hice ganancias con Bono toda mi ganancia fue en base a mi depósito

Thank you Fernando7500 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Fernando7500,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite CasinoAvion to join the conversation and participate in the resolution of this complaint.

Dear CasinoAvion,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Okay, thank you very much for the help and yes, I am here on the lookout for anything that requires me based on evidence 😬

Esta bien muchas gracias por la ayuda y si aquí estoy al pendiente para cualquier cosa que me requiera en base a pruebas 😬

From what I see the Casino has no intention of responding, what could I do now?

Por lo que veo el Casino no tiene intenciones de responder, qué podria hacer ahora?

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.

Ok okay, here I wait.

I sent another email but I doubt very much that they will answer it

Vale esta bien, aquí espero.

Mande otro correo pero dudo mucho que lo respondan

I don't think there will be an answer from them.

Yo creo que no habrá una respuesta por parte de ellos

Dear Fernando7500,

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. 

The complaint will be closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help, please contact me at tomas.k@casino.guru.

Best regards,

Tomas