The player from Sweden submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Arctic Casino - Withdrawal of player's winnings has been delayed.
Amount: 76,873 kr
Arctic Casino
Safety Index:Fresh casinoSafety Index
We use the Fresh casino rating to identify new casinos, for which it's too early to see how they treat their players. We give this rating to casinos that are relatively new on the market, have low revenues, and not many player complaints.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Won money.
Got my account verified.
Got help doing the right withdrawal to my Astropay wallet i used to deposit with.
Got an email 18 hours ago, saying there were some kind of technical issue with the withdrawal and asked me to do another withdrawal. I did that 3 minutes after the email came. Now i have been ignored for over 17 hours. No answer on emails or live-chat. Have tried 10 different times. And no answers. withdrawal says pending. But i'm getting a bad feeling when im getting ignored in live-chat.
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9 months ago
Dear pontusmagnisson,
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
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8 months ago
Dear pontusmagnisson,
Have you received your withdrawal from the casino yet?
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8 months ago
Translation
Hello. The money has arrived 🙂 Took 22 hours of nagging in live chat.
Automatic translation:
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8 months ago
Dear pontusmagnisson,
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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