The player from Germany has requested a withdrawal ten days ago. It hasn’t been received yet. Player’s complaint has been resolved successfully.
1GoodBet Casino - Player’s withdrawal has been delayed.
Amount: €400
1GoodBet Casino
Safety Index:Below averageSafety Index
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5.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I had 2 payouts on April 8th, 2022 for €100 and €400, the €100 payout was strangely enough transferred to my eZee Wallet account within 10 minutes without any problems.
It doesn't work with the €400 payout because, strangely enough, there seem to be problems with the e-mail address, although there were no problems with the first transfer either.
The casino says the money is with eZee Wallet and needs to be transferred back to the casino first, eZee Wallet says the money never got to them due to the wrong email address so it was canceled and went back to the casino.
In the casino support I am always put off and it is pointed out that the money was not transferred back even though it was rejected by eZee Wallet
Automatic translation:
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Public
2 years ago
Dear magic33,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified already? Do I understand correctly that the payment has left your casino account but never reached you or the payment provider?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
my account is verified as normal and, oddly enough, I have already received a payout of 100 euros, but the second payout is no longer there.
The problem is (as it was explained to me) that when paying out via eZee Wallet, the login e-mail address is automatically taken over by the casino, you don't even have a chance to enter the e-mail address (which is absolutely stupid) problem is now of course this is not my eZee Wallet login email address
they are 2 different addresses
so the money could not be paid out and eZee Wallet canceled the payment or did not even receive it according to the email and it automatically went back to the casino provider 1Goodbet
However, this one says all the time that the money has not yet been transferred back from eZee Wallet and has not yet arrived at the casino.
and so it goes back and forth back and forth back and forth and every time I get put off in support I should change my e-mail address from the casino to the same as from ezee wallet (which I also tried by e-mail) where I received no feedback
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, magic33, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
