CasinerX Casino - Η επαλήθευση του παίκτη έχει καθυστερήσει.

Hello,

I won $400 at this casino, and I was told that to withdraw the funds, I needed to undergo verification.

I submitted all the requested documents 8 days ago.

I have asked them if they have received my documents:

They've informed me that they need another 24-48 hours. However, significantly more time has passed and I still haven't received a response from the casino. They're now ignoring my questions in chat.

Здравствуйте

Выиграла в этом казино 400$, мне сказали, что для вывода средств необходимо пройти верификацию.

Я отправила все документы, которые у меня запросили еще 8 дней назад.

Я спрашивала у них получили ли они мои документы:

Они сказали что им надо еще 24-48 часов. Но прошло уже значительно больше времени и до сих пор ответа от казино я так и не получила. В чате мои вопросы теперь игнорируют.

Dear pozndarya ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please list which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I sent what they asked

they are: passport, passport selfie, bank statements

sent all these documents on July 30th

On July 31, I clarified in the chat whether they received my documents, they replied that they had received

but after that they didn't answer me anymore

Я отправила то что они просили

это: паспорт, селфи с паспортом, выписки из банка

отправила все эти документы ещё 30 июля

31 июля уточнила в чате получили ли они мои документы, они ответили что получили

но после этого они мне больше не отвечали

Could you please advise if your account is accessible to you? Have you contacted the casino recently? Have you received any updates since your last message?

My account is available to me. I try to contact the casino every day, but the last time they answered me in the chat was on August 2nd. The email has never been answered yet.

No updates since the last call.

Моя учетная запись мне доступна. Я каждый день пытаюсь связаться с казино, но в последний раз они отвечали мне в чате 2 августа. На имейл же ни разу еще не ответили.

Никаких обновлений с момента последнего обращения.

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

I would now like to ask CasinerX Casino for their help in resolving this complaint. We would like to know why is this verification process 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 operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of CasinerX Casino. We have received the following message:

Hello, I am really sorry to hear you had bad experience on CasinerX,

The thing is You are Player from Restricted Country : Belarus.

I am not sure How you were able to deposit from restricted country, We will not be able pay to Belarus. IT is also stated in Casinerx - Terms and conditions Page.

I am really confused but contact us via email and let's discuss what can now be done.

We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Firstly: It’s a lie about the banned country. Before registering at casinerx casino, I asked in the chat whether players from Belarus could play in this casino

Secondly: before this I wrote a bunch of messages to their emails and still have not received a single answer.

Во-первых: Насчет запрещенной страны - ложь. Перед регистрацией в casinerx casino я уточняла в чате по поводу того можно ли играть в этом казино игрокам из Беларуси

Во-вторых: я до этого писала кучу сообщений на их имейлы и до сих пор не получила ни одного ответа.

Well, you can pay with cryptocurrency not only to Belarus, but almost anywhere you want.

ну и криптовалютой можно платить не только в Беларусь, а практически куда захочешь.

The thing is That, we have Belarus (Also , Russia, Ukraine, Georgia) In Restricted Country list, We Simply will not be able to Verify you. The info is in our Terms and Conditions.

I am sorry This is the case, But unfortunately, There is nothing I can do at this moment. But I will keep in touch with you Via email and If anything changes, I will make sure to let you know.

The fact is that before playing in any new casino, I specifically clarify whether players from my country are allowed or prohibited from playing in their casino (because I am already wise with experience).

The fact is that I saved all the correspondence, where it is clear that you are deceiving your users.

The point is, what kind of communication are you going to maintain with me if you have never responded to email messages?

The fact is that in answering the complaint you ignore the obvious evidence that you have confirmed that players from Belarus can play in your casino.

The fact is that you recently changed the rules and added Belarus to the list of prohibited countries, obviously in order not to pay.

The fact is that you have Belarus on your registration list (if everything is so limited for you, then you should have removed the countries prohibited from playing in your casino from the list when registering).

The point is that you are deceiving players and ignoring their messages.

The fact is that your license is not worth a damn.

And I’m sorry that this is so, but the fact is that because of all the "the point is" - it turns out that you are scammers who blatantly deceived me, misappropriated my deposits and did not withdraw my winnings.

Дело в том, что я специально перед тем как играть в любом новом казино уточняю по поводу того, разрешено или запрещено играть в их казино игрокам из моей страны (потому что уже умудрена опытом).

Дело в том, что я сохранила всю переписку, где видно, что вы обманываете своих пользователей.

Дело в том, что какую вы связь со мной собираетесь поддерживать, если вы ни разу не ответили на сообщения на электронную почту?

Дело в том, что отвечая на жалобу вы игнорируете очевидные доказательства того, что вы подтвердили что игроки из беларуси могут играть в вашем казино.

Дело в том, что вы недавно изменили правила и добавили Беларусь в список запрещенных стран, очевидно, чтобы не платить.

Дело в том, что в списке регистрации у вас есть Беларусь (если у вас всё так ограничено, то вам следовало убрать запрещенные для игры в вашем казино страны из списка при регистрации).

Дело в том, что вы обманываете игроков и игнорируете их сообщения.

Дело в том, что ваша лицензия и выеденного яйца не стоит.

И мне жаль, что это так, но дело в том, что из-за всех "дело в том" - получается, что вы мошенники, которые нагло обманули меня, присвоили мои депозиты и не вывели мой выигрыш.

And to confirm my words:

why did I ask in the chat about whether players from Belarus are prohibited from playing in their casino or not?

It’s simple because they didn’t have any prohibited countries in their rules.

Check out their previous rules page in the web archive:

not a word about the fact that Belarus is on the list of prohibited countries for playing in this "casino".

and compare the same page with the current one:

This "casino" resorted to a vile trick and, in order not to pay money, added my country to the list of prohibited ones.

and please, casino.guru, leave my message open for others to see this blatant fraud on the part of the casino.

И в подтверждение моих слов:

почему я спрашивала в чате по поводу запрещено ли игрокам из беларуси играть в их казино или нет?

всё просто, потому что в правилах у них не было запрещенных стран.

посмотрите их страницу правил, которая была раньше, в веб архиве:

ни слова про то что Беларусь в списке запрещенных стран для игры в данном "казино".

и сравните эту же страницу с нынешней:

это "казино" прибегло к подлому трюку и чтобы не платить деньги добавило мою страну в список запрещенных.

и пожалуйста, казино.гуру, оставьте моё сообщение открытым для других, чтобы и другие игроки видели это наглое мошенничество со стороны казино.

Dear CasinerX Casino representative, I would like to ask you when was this change in the casino rules implemented. Thank you in advance!

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 representative of casino.guru,

This "casino" completely ignores my requests

they stole my deposits

they didn't pay out my winnings

on top of that: they specifically changed the rules so as not to pay

It seems to me that a slight decrease in the rating (based on the amount of the complaint) will poorly reflect the real situation with this casino.

Maybe we should add some notes about this to the review of this casino?

at least that a casino can manipulate its rules so as not to pay

Уважаемый представитель casino.guru,

данное "казино" полностью игнорируют мои обращения

они украли мои депозиты

они не выплатили мой выигрыш

вдобавок ко всему: специально изменили правила, чтобы не платить

мне кажется, что небольшое снижение рейтинга (исходя из суммы жалобы) слабо отразит реальную ситуацию с этим казино.

может следует добавить в обзор этого казино какие-то пометки по этому поводу?

хотя бы о том, что казино может манипулировать своими правилами, чтобы не платить

As the casino stopped responding to the complaint and it doesn't seem they're willing to resolve the issue, we will close this 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. 

The casino operates under the Costa Rica license which doesn't have an option to file an official complaint with the licensing authority therefore, I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter