The player from Germany requested a withdrawal more than 2 weeks ago, but it still hasn’t been processed. The complaint was resolved as the player successfuly received the money.
4 Crowns Casino - Player’s dissatisfied with the withdrawal process.
Amount: €1,000
4 Crowns Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi,
I requested a payment of EUR 1000 on March 2nd, 2021. Since then it has been set to "in progress"
I deposited without a bonus, played without a bonus, and also followed the betting odds in the terms and conditions.
My account has been verified both by a system and by an employee of the casino via email, so the KYC process has been successfully completed.
The phone number on the page does not exist / cannot be called.
E-mails are always replied to with a standard sentence that it is in a detailed review and that it can take 7-21 days. Isn't that too long a time to review?
In the live chat I get the same answer and the chat is ended immediately.
Automatic translation:
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3 years ago
Dear mymoon84,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before, or was this your first attempt?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hi,
that was my first attempt.
I have just sent the communication.
I couldn't forward the emails directly so they were sent as a screenshot.
greetings
MyMoon84
Automatic translation:
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3 years ago
Thank you very much MyMoon84 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
I would like to ask 4 Crowns Casino to join us and help us resolve the player's issue.
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3 years ago
Translation
Hi
To my today's message came again only the standard answer:
Hi,
Your request for the payout has the status * Waiting *. It is being processed.
Once a withdrawal is requested, the relevant department will generally review your gaming, financial and account history. This can take a few business days depending on the amount withdrawn and the volume my colleagues need to review as all withdrawals are thoroughly scrutinized. The whole process can take approximately 7 to 21 working days. This is an approximate time frame, which of course could be earlier. Once bank transfers have been issued, they can take a few days to arrive.
Thank you for contacting us. Have a nice day.
With best regards,
Oki
4Crownscasino customer
Automatic translation:
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3 years ago
Translation
Hi,
In response to my request, why is it taking so long and whether I can do so after the 21 working days, i.e. on 31.03. can expect a payout, and why I cannot reach the specified phone number, the following answer came up:
———-
We don't have telephone support. You can reach us via live chat and email. For your withdrawal request, checking your gaming, account and financial history is a standard procedure for all withdrawals and may take a while depending on the size of the requests. In addition, we currently have a high volume of requests, which can lead to slight delays. The general time frame is 21 working days. However, this process can take fewer or more days, depending on many factors. We cannot give you an exact date as it depends on our finance team. However, your withdrawal should be processed soon.
Thank you for your patience and understanding.
With best regards,
Iv
4Crownscasino customer service
Automatic translation:
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3 years ago
Translation
Since today, after exactly 20 days, the status is now "accepted"
I think tomorrow or the day after tomorrow the money will arrive.
It was very slow, but the casino processed my withdrawal
Automatic translation:
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3 years ago
Dear mymoon84,
Please keep us updated and let us know if your money arrives. Looking forward to your answer.
