The player from Germany has requested a withdrawal more than two months ago, unfortunately, it has not been received yet. The casino failed to respond and we were forced to close the complaint as 'unresolved'.
Ares Casino - Player’s withdrawal has been delayed.
Black points: 690
Amount: €5,000
Ares 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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I submitted a withdrawal request on June 30th, 2021. To date I have no feedback, no information and no money in my account.
Automatic translation:
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2 years ago
Dear rbruehl91,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation what caused the delay?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.
However, 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
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2 years ago
Translation
A payment was requested on June 31, 2021.
A processing request was made after 21 days.
Every further request was made for the same reason: Complex test
Close examination, etc. excused.
A day ago there was a shortage of staff and the current Corona crisis and there was no hope that it was being processed or that it would happen in the future.
Direct contact with the finance department was refused.
The status of my payout is "waiting" since 06/31/21
As of September 13, 2021
Edited
Automatic translation:
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2 years ago
Thank you very much, rbruehl91, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello rbruehl91!
I will take care of your complaint from now on. I would like to invite representatives of Ares Casino into this complaint in order to help us resolve the issue.
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2 years ago
We would like to ask Ares Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.
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2 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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