Caibo Casino - Вывод игрока отложен на три недели.

Hello, I completed the verification process 3 WEEKS AGO.

My withdrawal of 2634 TRX has been processing for 3 WEEKS NOW!!!

I contact customer support almost every day, and they keep telling me everything is fine and the withdrawal is being processed.

I find it unacceptable that the withdrawal has been in process for THREE WEEKS!!!

And for all these 3 weeks, I've been told that the payment will be made soon...

Здравствуйте, я прошел верификацию УЖЕ 3 НЕДЕЛИ НАЗАД.

Мой вывод (2634 TRX) находится в обработке УЖЕ 3 НЕДЕЛИ!!!

Я Вам почти каждый день пишу им в службу поддержки, они мне отвечаеют, что все нормально, вывод в обработке. 

Я считаю это ненормальным, что вывод средств обрабатывается ТРИ НЕДЕЛИ!!!

И все эти 3 недели мне отвечают, что скоро выплатят деньги...

Dear fischersky14,

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 made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Hello! After passing verification I made 1 successful withdrawal of funds,

second withdrawal since October 31st is being processed.

I didn't take any bonuses. I'll provide you with the correspondence with the casino,

and also a screenshot showing that the withdrawal has been in processing since October 31...

Здравствуйте! После прохождения верификации я сделал 1 успешный вывод средств, 

второй вывод средств с 31 октября в обработке. 

Бонусы я никакие не брал. Переписку с казино Вам предоставлю, 

а так же скрин экрана, где видно, что вывод средств в обработке с 31 октября...

Thank you very much, fischersky14, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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 fischersky14,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Caibo Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hello! Earlier I provided 5 screenshots, there are answers from several different representatives of the Casino support service...

Здравствуйте! Ранее Я предоставил 5 скриншотов, там ответы нескольких разных представителей службы поддердки Казино...

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 fischersky14,

despite our attempts to contact the casino, we haven't received a response. I'm afraid there is not much that can be achieved without cooperation from its side.

The casino operates under a GCB license (check for more information). This regulator states it won't handle disputes between players and operators; however, you can still try to contact them here:  https://www.gamingcontrolcuracao.org/contact

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. 

Best regards,

Romi