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I deposited £400 as well as accepting a bonus, I tried to play games but there were a lot of issues with opening games up, i eventually opened a slot game and pressed spin on £1, the game immediately disconnected so due to issues i decided to withdrawal and take my gaming elsewhere, it told me I was unable to withdraw any money - I've closed my account with myself having a balance of £400 and they've sent it to finance team, this was over 3 days ago, I've asked for updates, they've said it's up to the finance team if they decide to refund or not, I said there terms and conditions are incorrect too as well as the number they provide on the website which takes you to an online dating customer service which has resulted into me having an excess fee on the account, the advisors are very rude and not willing to help (minus Sophia) and I have asked for a manager to contact me, whenever i ask they disconnect the live chat or promise a call back that I've yet to receive.

Dear thewall1993,

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 played any of your deposited funds, or they’re still untouched inside your blocked account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I tried to play with my money on roulette, wouldn't allow me - went onto slots for a £1 spin, it started to spin then disconnected myself.

I then tried to withdraw but it says i couldn't withdraw anything, spoke to live chat who closed my account and said they would process the money with finance team - their vip manager sophie whatsapp'd me saying she noticed i had untouched money in my account, explained the situation, she was lovely. I have e-mailed casino win numerous occasions no response, their contact number advertised on their own website is an oversees number for an online dating website, i have asked daily for updates, the live chat says nothing they can do and be patient, which of course is difficult to have when there's a large amount of money.

I e-mailed live chat asking for previous transcripts which they have refused and I asked them for their regulator which they have also refused, I have taking screenshots of everything also. They keep saying be patient but upon looking everywhere else it seems as if a lot of people have issues.

Thank you very much, thewall1993, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello thewall1993,

I looked at your complaint and will do my best to help you. I would like to invite Casinowin.bet into this conversation. Casino, can you please clarify what happened?

I had previously asked them for their regulator which they refused to provide, I was able to find out, however I was informed they don’t have a U.K. licence either which means it’s illegal for them to be accepting deposits from uk residents without this , information provided from ibas

I’ve continued going onto live chat, they keep saying. Be patient and are unable to tell me the amount thats beinh our forward for withdrawl too and unable to tell me if it’s been processed

We would like to ask the Casinowin.bet 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’.

The casino never replies tbf

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.