EightStorm Casino - A retirada do jogador está atrasada.

I made withdrawal request and it has pending status for 2 months.

Dear Fayzer,

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?

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

Hello, Tomas. I had no succesfull withdrawal from the casino in the past. It is my first withdrawal. They have not asked me for KYC verification, as i you know many casino not allow to made verification before they ask for it. So i waited for them to ask me for verification.

Thanks for the explanation.

Have you tried to contact the casino regarding the issue? What was their response?

If you saved your correspondence with the casino, please send it to my email at tomas@casino.guru

I'll await your reply.

Hello. I have contacted casino. But they do not reply. Last time they said that the will try speed up the process. But now they do not respond.

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

Dear Fayzer,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an EightStorm Casino representative to join this conversation and participate in resolving this complaint.

Dear EightStorm Casino,

Could you state why the player's withdrawal has not yet been paid and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear Fayzer,

I am afraid, there is not much that can be done without cooperation from the casino's side. I will mark the complaint "unresolved" in our system. I understand this is not 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.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority that regulates the casino - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) using a "Contact" button or by sending your complaint to info@gaming-curacao.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.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru