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I won $9,800 in April, I could only withdraw $2,500 so I had to do 4 $2,500 withdrawal request. They finally paid my first withdrawal but now the second one is a week late, it was due April 20th

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Dear Jumper1,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• How long did it take for the first withdrawal to be processed?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

So the first payment was late by 2 weeks give or take a day or two, this second one was supposed to be to my account on the 20th of may. We I can them about it, I get the same shuffle, " it’s been escalated, or chexk back in 48 hours". My issue is why can nobody communicate a clear direct answer. So it’s the 26th of May and I got an email

saying (congrats your withdrawal has been approved and in its way) meaning the third withdrawal. Well where is the funding from the second withdrawal? I like to play my games. If I win but can’t make a withdrawl, Whats the use of playing on that particular plateform. I appreciate your help

Thank you for your reply, Jumper1. I understand you may be busy or distressed by the situation, but it appears some of my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

Dear Jumper1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the delay in my response, iv been on vacation. So to answer your question, no

it isn’t resolved, may 25th the approved third payment of $1,250, I contacted them

and asked why is it $1,250 instead of 2,500. They gave me some the run around and said it’s on its way. 7-10 business days. It’s now June 9th and yesterday they sent a message saying congrats your 4th payment is approved and on its way. Almost as if they want to over look the partial 3rd maybe which hasn’t arrived yet and it’s outside the timeline

Thank you for your reply, Jumper1. Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Dear Jumper1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Jumper1,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slot Madness Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Ok so in April I won around $9,800, i

get told that I need to

make 4 withdrawal requests back to back no more than$2,500. So I did. Every thing has been late, im constantly having to hound them, not they have started splitting the $2,500 payments up into $1,250 and taxing each payment separately, the last part of the second payment is closing I. On a month late. Yes I have been verified through the kyc verification. I play the games

in the inclave platform which used to be a great plateform. Now

it seems that most of the oine

cssinos who are usi

g

inclave are scamming. Just my opinion

Greetings all,

Reviewing the account I can see how the situation might be frustrating, things are not moving as quickly as they could. But what I also see is progress, withdrawals being approved and sent fairly regularly. There has been a bit of a slowdown recently due to what our 3rd party payment providers call "velocity limits", it's when we are paying out more than they can gracefully get out the door for us. This is the reason for splitting payments on our end, it is a compromise which is occasionally necessary due to the 3rd party payment system and in no way personal I assure you.

I also see a payment going out the door shortly, and there should be an additional approval before too long as well. I can really only apologize for the holdup and keep an eye on it, things seem to be moving on their own but a little help never hurt.

Best wishes,

Nick and Slot Madness

Dear Slot Madness Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future. I will leave this complaint open until Jumper1 confirms his withdrawals have been paid out.

There’s a little over $3,000 left to be paid out I believe. I just read what the person responded with, all this could of been avoided if there was transparency on how the pay out works, if you look at the "promotional" emails they send or the ones of the site, they say things like Johnny just won 8 grand and you can to, but they don’t tell you the things they should, like if it’s over $2,500 it’s got to be done in multiple withdrawal request and you won’t get it all at once.

Hello Jumper1,

I wanted to follow up and ask if the funds have arrived.

No ma’am. I did get a message saying it would be on the way in 7-10 day

Hello Jumper1,

Any update from your side?

I messaged thrm the other day and they said the same thing as they always do 7-10 days after approved and then the final payment after thst. But this is that I don’t get, if the max withdrawal per request is $2,500 then the only reason to split the $2,500 payments up is so they can tax both halves, which is what they have been doing, taxing $1,150 like it’s a $2,500 amount, and they do it each half. But at this point I would just like the rest of my withdrawal payments. I do appreciate y’all’s help. I thought it would have been hete Monday or Tuesday. I just messaged them and got put on hold for well over an hour

Dear Jumper1,

Could you please inform me about the current status of your withdrawals?

Haven’t received it yetevery time I ask about it get the same response, I asked for a list of the dates and amounts that have been paid out so I can verify against what iv received in my crypto wallet but I never got an answer

Hello Jumper1,

Could you kindly confirm whether you have received your funds? Additionally, are there any pending withdrawals in your casino account at this time?

Thank you, Jumper1. I would appreciate it if you could inform me once you have received the remainder of your funds.

Yes ma’am

Dear Jumper1, do you have any updates?

Good afternoon noon, nope not anything other than the usual " it’s been escalated" apparently the 7-10 day timeline restarts if it’s escalated

Hello Jumper1,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

What timeline are you referring to?

Hello Jumper1,

May I ask whether the payment has arrived, or if you are still waiting for the funds to be credited?

Dear Jumper1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru