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On May 2, I made a withdrawal of 871 Euros from the casino. Selection still not received. About 2 weeks after requesting the withdrawal I made a live chat inquiry on the casino site and was told that the withdrawal needed to be reviewed as it was a larger amount and that I would receive it shortly. A week later, the withdrawal still hadn't arrived, so I sent an email to the casino at the address listed on the casino's website, but I still haven't received a reply. I don't want to make a "complaint" directly, because in the past I have made larger withdrawals without problem and quickly (e.g. 1000 EUR as seen in the screenshot), but I would like to know more information about when I can expect a withdrawal (I see that many other players communicated about delayed withdrawals in the form of this "complaint"). If it helps, this is apparently my first crypto withdrawal, but I have made a crypto deposit in the past. I will be happy to send any additional information that will help to identify and solve the problem.

Thank you and kind regards,

Miroslav

Dne 2. května jsem z kasína provedl výběr ve výši 871 Euro. Výběr stále nebyl obdržen. Přibližně 2 týdny po žádosti o výběr jsem podal dotaz na živý chat na stránkách kasína a bylo mi sděleno, že výběr musí být zkontrolován, protože jde o větší částku a že jej dostanu již brzy. O týden později výběr stále nepřišel, tak jsem poslal do kasína email na adresu uvedenou na stránkách kasína, ale dodnes mi nepřišla odpověď. Nechci přímo podávat "stížnost", protože v minulosti jsem bez problému a rychle provedl vyšší výběry (např. 1000 EUR, jak je vidět ve screenshotu), ale rád bych se dozvěděl více informací o době, kdy mohu výběr očekávat (vidím, že mnoho jiných hráčů komunikovalo o zpožděných výběrech formou této "stížnosti"). Pokud to pomůže, je to zřejmě můj první výběr přes kryptoměny, ale v minulosti jsem kryptoměnou provedl vklad. R´ád pošlu jakékoliv další informace, které pomohou k identifikaci a řešení problému.

Děkuji a s pozdravem,

Miroslav

Dear mprovod,

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 accumulated your winnings with an active bonus or a promotion?

Could you please send me the most recent communication you received from the casino? My email is tomas@casino.guru

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

Dear Mr. Tomas,

thank you for the quick reply.

The winnings were not accumulated with the bonus or promotion, just with the money I deposited.

I have sent the chat transcripts to your email, which is the only communication with the casino. I didn't get a reply to my email.

Thanks again for your help and best regards,

Miroslav

Vážený pane Tomas,

děkuji za rychlou odpověď.

Výhry nebyly nashromážděny s bonusem nebo promo akcí, jen s penězi, které jsem vložil.

Na Váš email jsem odeslal přepisy z chatu, což je jediná komunikace s kasínem. Na email jsem odpověď nedostal.

Ještě jednou děkuji za pomoc a s pozdravem,

Miroslav

I am sorry but I haven't received any email from you.

I contacted you via email, I'll await your reply.

I just sent the email a second time. I entered the wrong email address, in the message I got an email like tomas@casino.guru, but it should be tomas@casino.guru (maybe the translator puts the X at the beginning, because it's not the first time I got before the email address X).

If you still haven't received my email, please let me know.

Thank you and kind regards,

Miroslav

Právě jsem email odeslal podruhé. Měl jsem špatně zadanou emailovou adresu, ve zprávě se mi zobrazil email jako tomas@casino.guru, ale má to být tomas@casino.guru (možná to X na začátek dává překladač, protože to není poprvé, kdy se mi před emailovou adresou zobrazilo X).

Pokud jste stále neobdržel můj email, tak prosím dejte vědět.

Děkuji a s pozdravem,

Miroslav

Dear mprovod,

Thanks for letting me know about the error, hopefully it should be fixed going forward.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you mprovod for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1GoodBet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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. Since the casino seized its operations we are unable to get in contact with them.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter