Hunt Casino - 플레이어의 출금이 명확한 이유 없이 지연되는 경우

On July 1st, I deposited $5,000 into this casino site.

I successfully cashed out a total of $46,831 and on July 14th, I requested a withdrawal of $10,000.

Approximately 40 days have passed since the initial withdrawal request, and the support team manually canceled the withdrawal.

After I noticed this, I reapplied for the withdrawal, and the first withdrawal was processed on August 27th. The amount was around $5,500.

I submitted my second withdrawal request on August 29th, but as of October 30th, the withdrawal has not been processed.

Despite multiple inquiries to support, all I'm told is about a security check.

The investigation according to the terms and conditions 4-8 was completed between July 14th and August 27th, and $5,500 was withdrawn. Yet, the casino insists that the terms and conditions 4-8 are being reapplied and claims they have the right to withhold the withdrawal.

Since July 14th, I have not played on this site. I've only accessed it to make withdrawal requests and inquiries.

There’s no legitimate reason to investigate according to terms and conditions 4-8, yet they are endlessly delaying the withdrawal.

For a total of 106 days since July 14th, they have been limiting my withdrawal under the guise of investigation.

I ask for your assistance in ensuring the withdrawal is processed.

7/1にこちらのカジノサイトへ$5,000の入金をしました。

総額$46,831の現金化に成功しまして、7/14に$10,000出金申請をかけました。

最初の出金時から40日間ほど経過し、サポートが手動で出金キャンセルされました。

それに気付いてから再度出金申請を出しまして、8/27に1度目の出金がされました。金額は$5,500くらいです。

2度目の申請を8/29にかけましたが、10/30時点で出金処理がされません。

サポートに何度問い合わせても、セキュリティチェックしかいわれません。

7/14〜8/27で利用規約4−8による調査は完了し、$5,500の出金がされたにも関わらず、カジノの主張は再度利用規約4-8が適用され、出金を保留する権利があると説明されました。

私は7/14以降にこちらのサイトで遊んでおらず、サイトにアクセスして出金依頼と、問い合わせだけしかしておりません。

利用規約4-8で調べる事が無いにも関わらず延々と出金を伸ばされています。

7/14から述べ106日間もの間調査という名目で出金を制限されています。

こちらの方々に出金までのご協力頂きたいです。

Dear sugi1024,

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. 

Did you play any casino games or place bets on sports?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Did you play casino games or bet on sports?

I was playing slot games

Can you please confirm that you have passed KYC verification?

I passed KYC in July.

Have you won any money with or without an active bonus?

I won with my first deposit bonus

Of that, only about $5,500 was withdrawn.

カジノゲームをしたり、スポーツに賭けたりしましたか?

スロットゲームで遊んでました

KYC 検証に合格したことを確認していただけますか?

KYCは7月に合格してます。

有効なボーナスの有無にかかわらず、賞金を獲得しましたか?

初回入金ボーナスで勝ちました

そのうち$5500ほどだけは出金されました

Dear sugi1024, have you been informed about any results of the security check?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Since there is a lot of communication with the site, I have forwarded the email to them.

Could you please check if it arrived without any problems?

サイト側とのやり取りが膨大ですので、そちらにメールを転送しました。

問題なく届いたか、確認していただけますか?

Thank you very much, sugi1024, 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 sugi1024 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Hunt Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

The second withdrawal went through, but the third withdrawal is delayed again.

The company has been investigated twice in the past, and in just under four months, only two withdrawals have been completed.

We would like to continue to request an explanation as to the basis for the delay in the third withdrawal.

2度目の出金が完了しましたが、3度目の出金でまたしても遅れております。

過去2度に渡り調査をされ約4ヶ月弱もの間で出金が完了したのは2回だけです。

引き続きどのような根拠で3度目の出金が遅れているのか説明を求めます。

Dear sugi1024, I am in contact with the casino representative and was told that you are currently under investigation. Once we have any news I will update you about any further developments. Thank you for your patience during this time!

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.

Unfortunately, my messages to the casino representative went unanswered. 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