há 3 meses
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há 3 meses
https://casino.guru/luckybull-casino-player-s-withdrawal-is-delayed-1
Eu já havia feito uma reclamação sobre o Lucky Bull, e ela foi aceita pela MADRE, e o cassino começou a agir, mas então recebi um e-mail dizendo que eles entrariam em contato comigo assim que eu fizesse a transferência, e então parou.
Não tive notícias da MADRE desde que ela foi aceita.
Estou debatendo se devo registrar uma reclamação junto à Autoridade de Jogos de Malta.
iroslava.d@casino.guru
Enviei os detalhes para este endereço, mas não recebi resposta.
Será que não está sendo usado agora?
Fiquei preocupado com isso, então decidi escrever aqui.
Se for inconveniente, desligue-o
Editado por
Radka há 3 meses
Motivo:
non-working links, added working link to complaint
Traduzido automaticamente:
há 3 meses
Hello!
Let me start with the most important matter, the email address, which appeared to be incorrect.
As stated in your complaint, you can contact Mirka at miroslava.d@casino.guru Use this email to do so, please. 🙏
Maybe you could provide us with an update on Madre on this forum; who knows, it might be helpful in some way. Please let me know when you filed the complaint with MADRE. In relation to Malta, how are things progressing?
há 3 meses
Hello!
The email address was incorrect. I see. We will send it to the correct address later.
My biggest concern is when should I send it to MGA? I'm worried about this.
I am using Madre for the first time, is it normal for me not to receive a reply? Do I have to wait 3 months as stated in the terms of service?I received an email confirming my application, so I thought I would be contacted, but I haven't heard back.
〇Organizing the situation
① Remittance application during April
② I sent money, but the payment department claims there is a problem with the payment company.
③Submit materials that have not been paid. I also contacted Vega to confirm. Vega also investigated. Casino support promises payment.
④The payment department is suspended while investigating.
⑤Vega, the payment company, tries to contact the casino 8 times, promising cooperation, but the casino does not respond.
⑥I filed a complaint at CASIBNO GURU, a third party, but the casino ignored it.
⑦In June, contact MADRE ADR, the dispute resolution agency specified in the Terms of Service, and have it accepted.
⑧Condor Malta Ltd is obligated to respond within two weeks, but I have not received any response.
⑨In July, support asked me to register a different remittance destination because Vega could not be used.
⑩Submit MuchBetter and get registered. I was told that I would be contacted once the money was sent.
⑪In August, the movement stopped again.
〇Madre related matters
①You will receive a reception email on June 16th.
I haven't heard from you since.
②When we started contacting the casino in July, we contacted them using the inquiry form, but there was no response.
③Last week, I contacted Madre to say that I was wondering if I should consult MGA because I had not received a response from the casino, but there was no response.
há 3 meses
I was the only one contacted by the casino...
I no longer receive a reply.
Since MADERE contacted the casino, I thought they were asking for information about the new wallet, but maybe that's not the case?
I haven't heard from MADERE, so maybe it's not progressing yet?
I didn't know what to do with my knowledge, so I asked for advice.
há 3 meses
As for the MGA, I probably wouldn't wait and write there. As for Madre, I would also try to ask there and write how the whole situation is and whether they are dealing with it, or to get acquainted with what you should expect.
I would probably contact the MGA authority after the complaint you had here was closed. If no one will answer you from either MGA or Madre, then there probably isn't much that can be done. 😕
há 3 meses
Hi Jaro
Thanks for your advice
You're right. I'll contact the MGA authorities.
It's been a while since I last spoke to them and neither Madre nor the casino have responded to my emails.
(I have contacted Madre twice via the contact form on their website with no response, however I have not heard from them since receiving a confirmation email acknowledging my complaint).
So far there has been no response from the casino, but in previous correspondence I have heard from casino support that the payments department will not take any action, so I think it is now the MGA authorities' turn to say something.
No matter how hard your support team tries, if the payments department doesn't move things will be a disaster. I feel sorry for the support.
há 3 meses
We are currently applying to the MGA authorities.
In the end, it's just a question of when to pay...
Everything else has been resolved.
The casino has promised to pay.
I wonder why the casino won't give in. It's not a big amount...
(But it's too big for the average person to give in)
há 3 meses
So I am curious what result you will have and whether you will get your money. I would be very happy if you do. If you hear anything new from Madre or MGA, be sure to update me.
I'll keep my fingers crossed for you that it turns out well. ☘️🤞
há 3 meses
Yes. I am also very interested to see what decision the Maltese authorities, who are said to be the most authoritative, will make.
I am more interested in that than the money.
(But I want my money back. It's taking so long, I'm interested to see what the outcome is. I'll do what I can.)
I haven't heard from the MGA yet, but I'll let you know if there are any developments.
It said that Madre's rules are not binding on non-EU players. It was also written in the complaint acceptance email. That may be the reason.
If all goes well, I think it would be quicker to introduce the non-EU resident to the MGA.
...It may be rare for a casino under Malta to do this in the first place... but usually you can resolve it by talking to the operator.
há 3 meses
Well then, I see that you are quite well informed, so we will wait and see what they answer. Some players claim that MGA is gradually losing the good side it once had and that it was basically trying to solve players' problems.
I'll wait to see what they write you back and if they'll address it.
Let me know when you know something.
há 3 meses
I received a letter like this.
They will not touch you for the period specified in the ADR processing rules. Does that mean?
I didn't get a reply, so I consulted ADR, but...I'll write to both of them again.
Maybe I should have applied to MGA first...
há 3 meses
I have sent a reply to MGA's letter.
Since MADRE did not return the letter, we asked MGA to check.
More than a week passed while I was waiting for MGA, so I sent MADRE a confirmation email again.
I hope I get a reply this time. Are they seeing messages from the form?
I also informed the casino of the situation. (Please don't expect a reply)
I'm not good at English though. I feel like I use Google Translate to write English letters every week (lol)
há 3 meses
I was immediately contacted by MGA.
Unlike casinos and MADRE, I was surprised at how quickly MGA responded.
Since MGA cannot handle the same cases as ADR institutions, it seems that MADRE cannot move unless MADRE informs the player that it cannot handle the case or that it cannot proceed with the case for some reason.
I can't move forward unless I hear from MADRE...
I should have contacted MGA before MADRE.
Editado pelo autor há 3 meses
há 3 meses
I understand, but since there is a deadline by which they should reply to you, I hope it will eventually happen and they will explain everything. But when that will happen I can't even guess. So all we can do is wait. 😕
há 2 meses
Hello. jarro
I agree. Ideally, the Maltese authorities and the ADR agency would be able to share progress and perhaps speed up the process.
I don't know if they'll go that far.
If they don't share the information, I'll have no choice but to wait for MADRE who doesn't respond or wait 90 days after applying.
Either that or the casino will suddenly transfer the money and end it.
Once the money arrives, you can no longer sue.
In any case, if there is any movement, I will share it.
I wish it was a little more efficient.
This will definitely cause other players to give up.
It's quite difficult.
I think it's better to go all the way to the application stage.
It's my turn to wait for a while
há 2 meses
Well, the only sensible solution now will be to just wait for someone to answer. I know it's not the most pleasant thing to do, but that's the way it is.
I really wish you well and hope you get an update as soon as possible.
When that happens I will be here.
I wish you the best of luck. ☘️
há um mês
It's been a long time.
This is an update of the latest information.
Last week, as the arbitration period set by MADRE expired, I emailed MGA's operator to see if MGA could take action. Three hours after I sent it, they responded by checking with each licensor (which seems to include MADRE), so I'm still waiting.
That's a quick and great response. M.G.A.
Looking at this site, I see that there are many complaints similar to mine regarding this affiliated casino, so maybe the casino is just being monitored...
For now, MGA is working on a case where neither MADRE nor the casino responded to emails, so we will submit evidence and wait.
há um mês
Hello and thank you for getting back with the update. Obviously you didn't get much from what you said, so I'm curious to see what the MGA writes off and how it all turns out.
Anyway, they gave you a pretty quick first response and I'll be curious to hear what they say next.
I hope you will have more information to help and comfort you.
Feel free to share it with them afterwards. 🙂
há um mês
Hello. jarro
Yes. I'm still checking as I haven't heard anything yet.
Still no update from MGA.
I sent the supporting documents I sent to MADRE.
Firstly, why are you being suspended?
Secondly, is it a dispute over whether the casino will pay or not?
I think you need to start again.
I can't imagine that the casino will ignore contact from MGA...
The scary thing about this chain is that there is a slight possibility...
I hope it works as it will be a solution for similar complaints at other casinos in the chain.
It seems to be happening more frequently since 2024...
"System error" → no payment
"paid" → money not reaching player's account
↓
stop responding
This pattern...
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