An Austrian player was facing issues with the prolonged verification process and a cancelled withdrawal. After initiating the complaint, the player confirmed that the verification process had been completed, but the withdrawal was still pending. We intervened by setting a timer for an additional 7 days to allow the casino to process the payment. Upon expiry of the set timeframe, the player confirmed that the issue had been resolved. Consequently, the complaint was closed as 'resolved'.
50 Crowns Casino - Player experiences withdrawal and verification problems.
Amount: €5,700
50 Crowns Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Good day,
I am constantly being put off when inquiring about withdrawals. Firstly, the verification is a never-ending procedure.
In addition, a withdrawal has now been canceled on the grounds that the maximum withdrawal per day is 5000 even though it was not submitted on the same day.
Automatic translation:
Public
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11 months ago
Dear Sandra78,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
Public
Public
11 months ago
Translation
Good day,
Thanks for the fast respond.
The verification has now been completed.
But the payout is not processed. After asking, we are always put off.
I made or requested the payout on Sunday (December 10th).
Best regards
Sandra
Automatic translation:
Public
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11 months ago
I fully understand your frustration, Sandra78. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Public
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11 months ago
Dear Sandra78,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
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11 months ago
Translation
Good morning The matter has been resolved. Thank you and all the best for the new year
Automatic translation:
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sandra78, 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
The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.
