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Payment of my withdrawal is delayed from the casino, however I got email that my withdrawal was completed successfully on 21.02.2025. I used my crypto wallet address as withdrawal method. I wrote emails to casino to get information regarding delay but they didn't reply. Then I contacted casino support via chat. The operator promised to inform me about any update. I was checking with him during several days if there were news but he didn't have update. Now chat is not available anymore and I cannot communicate with the casino support.

Dear v2931864,

Thank you very much for submitting your complaint. I'm sorry to hear about the delay in processing your withdrawal. To better understand and address the issue, could you please provide further details by answering the following questions:

• Which cryptocurrency wallet did you use for the withdrawal?
• Apart from the confirmation email about the successful withdrawal on 21.02.2025, have you received any other communication from the casino?
• Have you requested the casino to provide a payment receipt confirming that the winnings were successfully paid out?
• Have you made any successful withdrawals from this casino before?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Please find replies to your questions below:

Which cryptocurrency wallet did you use for the withdrawal?

I used Binance wallet Tether ERC20.

Apart from the confirmation email about the successful withdrawal on 21.02.2025, have you received any other communication from the casino?

As I already mentioned I got only confirmation email, they didn't reply to my emails. After I continued communication with support via chat, as the agent wrote to me he informed relevant department but I didn't get any information from them. Now the chat is not available anymore and I lost all communication that I had.

Have you requested the casino to provide a payment receipt confirming that the winnings were successfully paid out?

Yes, I requested it from the agent via chat. Again he promised that will inform relevant department but I still didn't get any document.



Have you made any successful withdrawals from this casino before?

It was my first withdrawal.

Please forward me the email with the confirmation of the successful withdrawal from this casino at veronika.f@casino.guru.

Also, kindly forward me the transaction history from your Binance wallet starting from February 21. Thank you for your cooperation.

Hello Veronika,

I sent email from casino and Binance transaction history to you.

Thank you very much, v2931864, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear v2931864,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gaming Bets Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gaming Bets Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 v2931864,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, 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.

The casino can reopen this complaint anytime.

Best regards,

Romi