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Last post made 11 days ago by Anchi
CasinoCruise
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  • Hello  Doubleak,

    Here's the reply we received from the Casino Representative:

    "Dear Satya,

    Please contact us by completing our contact form which can be found on https://www.casoola.com/en-eu/contact-us-form. Please state that you have not received your withdrawal which was paid, and we will provide you with instructions of what would need to be done."

     

    "

  • Thank you for your reply Sydney.

    When you read my original post you can see that I have contacted them numerous times by chat / contact form and email with no response given.

    I also included screenshots of my communication towards them in my post on LCB.

    I believe it's a very easy and cheap way for them to say that I need to contact them again via the link.and gain more time not taking care of their responsibility of paying out the amount that I won.

    As you contacted them with I assume the same info that I not got paid why they won't take any action then...they can see in their system and email box I contacted them numerous times !!!

    I always believed the Genisses group was a respectable group with a casino license.......I have serious doubts about them now !!!!!

  • Hello  Doubleak,

    We've explained everything to the Casino Representative and he assured us that they would reply to you once you contact them. Have you tried to get in touch with them after we've advised you to do so?

  • Hello Doubleak,

    Here's the latest reply we received from the casino regarding your complaint:

    "Dear Doubleak,

    The casino representatives have confirmed that an email was sent to you on 19/02/2022 with instructions of what is required in order for our department to look into this for you.

    The casino would be more than happy to look into this issue for you however they require the documents to be sent over through their communication channels. This can be done either by replying to their email with the requested document or submitting a contact form with your document attached."

     

  • After resubmitting my documents to verify my players account which was already verified before the initial first withdrawal I got another confirmation that the withdrawal was processed and should be on its way.........

    Well you might have guessed it already.........NONE RECEIVED !!!

    I gave them even more bank documents so that they can't screw the 2nd withdrawal up but I now believe they not transferred any money at all as it's impossible to screw up a simple bank transfer with all the details and bank documents that I provided.

    What can be done as I'm simply lost for words and people should be warned ignoring this casino to play completely !!!!!

  • Hello Doubleak,

    We've asked the Casino Representative to look into this and check what's going on with your withdrawal.

    Keep you updated.

  • Hello Doubleak,

    Here's the reply from the Casino Representative:

    "Hi Doubleak,

    Kindly note that the Withdrawal was processed from the Casino's Side on the 1st of March 2022. The Casino representatives would like confirmation that the Withdraw was received into your account accordingly.

    If the Withdrawal has not been credited into your account, the Casino would require documentation to be sent over through their communication channels. This can be done either by replying to their email with the requested document or submitting a contact form with your document attached."

  • Hello

     

    I have a withdraw 31 may I provided bankstatment pay slips to a sister casino Pellaa. The casino is not responding anymore.

    I provided wtith all I needed to give. no they not responding I have a cash out of 900 euro Hope the forum can help me once again.

  • Hello Hartman1992,

    Can you send us please your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

  • Hi Hartman1992,

    We received your credentials which will help us to reach out to Casino Representative in order to help you. Once we get some proper information we will get back to you. Please keep us posted.

  • Hi Hartman1992,

    Casino Rep got back to us and told that your case is under review and we will be  notified  when the withdrawal process is complete. Please keep an eye on this thread for any updates.

  • Hi Hartman1992,

    We haven't got any update still, but we will send them a reminder to speed up the whole process. Please keep us posted.

  • Hi Hartman1992,

    Unfortunately still without any updates from the Rep. He told us that he is waiting for the answer from the proper department, so once he get some information we will inform you immediately. Please keep us posted.

  • Hi Hartman1992,

    They need more time to review your issue, when they get detailed information about this complaint from the appropriate department they will let us know and we will inform you immediately. Keep an eye on this thread for any update.

  • Hi Hartman1992,

    Casino Rep got back to us with the clarification that you need to request your withdrawal again, and once you do that they will give it a high priority to be processed.

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