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Hello , I won 2000 euros which I would like to have paid out.

I made the first payout request more than 2 weeks ago, which has been on "pending" ever since.

According to the terms and conditions, payments are processed within 2 working days, but I have not even been able to start a second withdrawal request for 2 weeks because there is a daily withdrawal limit of 500 euros.

Dear Casino Guru, can you help me to get my money?

Is it possible to inform the Gaming Authority of Curacao and file a complaint there, after all they issued the license.

Hallo , ich habe 2000 Euro gewonnen, die ich gerne ausgezahlt haben möchte.

Ich habe bereits vor über 2 Wochen die erste Auszahlungs-Anfrage gemacht , die seitdem immer noch auf "pending" steht.

Laut Geschäftsbedingung werden Zahlungen innerhalb von 2 Werktagen bearbeitet , ich kann jedoch seit 2 Wochen nicht einmal eine zweite Auszahlungs-Anfrage starten da es ein tägliches Auszahlungslimit von 500 Euro gibt.

Lieber Casino Guru können Sie mir helfen mein Geld zu bekommen ?

Ist es evtl. möglich die Gaming Authority of Curacao zu informieren und dort eine Beschwerde einzureichen , die haben ja schliesslich die Lizenz erteilt.

Dear zackie3085,

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. Do I understand correctly that you have not made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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 ,

As you said, I haven't been able to make a successful withdrawal yet. The withdrawal request hasn't even been processed yet, it's still on "pending" status (see screenshot).

I had played with a deposit bonus and also adhered to the bonus terms and conditions.

The KYC verification was also carried out successfully and according to the terms and conditions, withdrawal requests are processed within 2 days, I've been waiting for 16 days. They don't even stick to their own terms and conditions.

Hallo ,

wie Sie bereits sagten , konnte ich noch keine erfolgreiche Auszahlung tätigen. Die Auszahlungsanfrage wurde noch nicht einmal bearbeitet, steht immer noch auf "pending" Status ( Siehe Screenshot).

Ich hatte mit einem Einzahlungsbonus gespielt und mich auch an die Bonubedingungen gehalten.

Die KYC - Verifizierung wurde auch erfolgreich durchgeführt und laut AGB werden Auszahlungsanfragen innerhalb von 2 Tagen bearbeitet, ich warte bereits seit 16 Tagen . Die halten sich nicht mal an die eigenen AGB´ s.

I don't think that makes any sense here, the support doesn't even get in touch via e-mail.

Can you inform the Curacao Gaming Authority about the casino so that their license is revoked, it all looks a lot like scam and fraud?

Funds are simply not paid out. You are comforted with excuses or nobody answers.

Glaube das macht keinen Sinn hier , der Support meldet sich auch nicht mal per E-Mail.

Kann man die Curacao Gaming Authority über das Casino informieren , sodass denen die Lizenz entzogen wird , das ganze sieht sehr nach Scam und Betrug aus ?

Gelder werden einfach nicht ausgezahlt. Man wird mit Ausreden vetröstet oder aber es meldet sich niemand.

Thank you very much for your reply, zackie3085. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you all communications with the casino to email kristina.s@casino.guru .

I hope you can achieve something and thank you in advance for your effort.

Ich habe Ihnen sämtliche Kommuniktion mit dem Casino an die Email kristina.s@casino.guru zukommen lassen.

Ich hoffe Sie können etwas erreichen und danke Ihnen bereits im voraus für Ihre Mühe.

Thank you very much, zackie3085, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, Zackie3085!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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've waited long enough and patiently, nothing has happened.

Can you please tell me the responsible license authority and registration number under which "Zeus Lightning NV" operates?

I would now like to inform the Curacao authorities about the casino, this is clearly a scam casino that does not pay out winnings and cheats players. The license should be revoked, impossible that you have 3 months unprocessed withdrawal request and get no answer.

Ich habe nun lange genug und geduldig gewartet , nichts hat sich getan.

Können Sie mir bitte die zuständige Lizens-Behörde und Registrierungs-Nummer nennen unter der "Zeus Lightning N.V." operiert ?

Ich möchte nun die Behörde von Curacao über das Casino informieren , das ist eindeutig ein Scam Casino was Gewinne nicht auszahlt und Spieler betrügt . Die Lizenz gehört entzogen , unmöglich dass man 3 Monate lange unbearbeitete Auszahlungsanfrage hat und keinerlei Antwort erhält.

All I could find is that Zeus Lightning NV is registered in Curacao under number 161420, but on their website there is no license mentioned at the moment. You could try to contact the Curacao Antillephone regulator, it was Spinpirate regulator before. These are e-mail for the Antillpehone: info@gaminglicences.com, certria@gaminglicences.com, complaints@gaminglicences.com. Please, let me know, if you will get any response here or to my e-mail: pavel.k@casino.guru.

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might 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.

Once more, we are unable to verify if the casino operates with a license. According to the data on the website, it seems the Scatterhall Casino did have an Antillephone License in the past, but it's possible they do not have it anymore. Still, you may try and contact the Antillephone Gaming Authority at certria@gaminglicences.com or complaints@gaminglicences.com.

Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team