Amok Casino - Player’s winnings haven’t been received yet.

The case concerns two different casinos Amok and Refuel, made a first withdrawal Friday February 17 received a message that the money will be paid out within 24 hours, made more withdrawals during the weekend, a total of 4.

During the weekend I received notice that the money will be paid out the next bank day. Continued to play, felt no worries, thought money will come in I'm plus.

On Monday morning February 20, I get a shock, money has continued to be withdrawn several thousand, I don't have a credit card! All the money I receive during that week is swallowed by a long row with the same Order number and amount.

I contact the casinos and I am partly blocked with the justification "it should be fun to play" when I express concern about what is happening, and partly I get slippery answers that it takes 1-2 banking days later 2-3 finally five banking days, in terms of payouts of profit.

As for "double" debits, over forty pieces of 10 euros, I don't get any clarity, various bids ask me to prove this and send in account statements in pdf format, which I did. Now my patience has run out, they say they have problems with their "payment provider" but straight out they have said for two days in a row that the money should arrive today. But nothing.

I am so dull and tired about this, can you give advice?

Dear Nordic1,

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

Dear Nordic1,

Have you received your withdrawal from the casino yet?

Hi, no, I have not received any of my total of 4 withdrawals.

Nor have they refunded the incorrect debits that caused my bank account to end up close to five thousand kroner less, even though I don't have a credit card.

Seventeen days since I requested the first withdrawal, on their site it still says today that they have instant withdrawals?

Unfortunately, I still have not received payment from either Refuel or Amok, almost three weeks have passed.

Thank you for your reply, Nordic1. First of all, I would like to emphasize that we must keep it one casino per complaint. So if you experience this issue with two casinos you have to submit two separate complaints.

Therefore, could you please choose only one casino in this thread and submit a new complaint about the other casino? Please, let me know to which casino should I assign this complaint, so we can proceed with further investigation. Thank you for your understanding.

Amok casino two withdrawals

380 Euro Initialized 2023 02 17

150 Euro Initialized 2023 02 19

I appreciate your cooperation, Nordic1, I have already updated all the necessary information. Do I understand correctly that you have not made any successful withdrawals from Amok Casino so far? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Hi, I am happy to announce that I received my winnings yesterday, March 15th, almost exactly one month after I requested it.

Dear Nordic1,

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