The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received yet. The Complaints Team had explained that delays in withdrawals could be common and could be due to reasons such as unfinished KYC verification or a high volume of withdrawal requests. They had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. The player later confirmed receiving the payout but expressed dissatisfaction with the processing time. The Complaints Team acknowledged the resolution of the issue and marked the complaint as resolved.
Abo Casino - Player’s winnings haven’t been received yet.
Amount: €900
Abo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Hello Casino Guru,
I hope you can help me.
I made a withdrawal of EUR 900 via bank transfer from Abocasino (Hollicorn NV) on November 11th, 2023 and have not received it to this day.
No bonus was played. I was also fully verified at that point. On the same day (November 11th) photos were requested: bank card, account statement with owner information, screenshot of the deposit via bank.
I sent these immediately on the same day.
From then on I was constantly comforted and held back by support. At first it was said that the documents would be checked. Now I'm being told that they're supposedly waiting for the payment service provider to respond and they can't do more than wait!? Who or what are they waiting for?
I have never experienced a procedure like this Casino Guru Team, which is why I am contacting them and hoping they can help me. I feel like the casino is just stalling, ripping me off and waiting for me to lose everything. Very dubious behavior in my opinion.
At other casinos I just had to verify my bank account and then a withdrawal was made, approved and then I received it. No casino waited for a response from the payment service.
I would be very happy to receive feedback and support.
Best regards
Ihsan S***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Dear Rezilherif,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
5 months ago
Translation
I received my payout. However, I am still not at all satisfied with the processing time.
The case can be closed.
Best regards
Ihsan S***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
5 months ago
Dear Rezilherif,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
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