The player from Austria had initiated a payout and had been waiting for account verification for 4 days. Despite having provided all necessary documents, no progress had been made. The Complaints Team had advised her to wait for 14 days before escalating the issue. After 10 more days, the casino had confirmed that the withdrawal of 500 EUR had been approved. The player had confirmed receipt of the funds, successfully resolving the issue. We then had closed the complaint as 'resolved'.
Arlekin Casino - Player experiencing verification delay.
Amount: €500
Arlekin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Arlekin Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
I have been waiting for 4 days for the verification of my account with the payout that was requested and nothing is happening!!! Absolutely NOTHING! All I keep hearing is "please be patient, it won't be much longer"!!! This is a complete mockery and the employees in charge of VERIFICATION are incompetent!! They have all my withdrawal records and still nothing is happening!!!
Automatic translation:
Public
Public
9 months ago
Dear VargaRoxana,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
9 months ago
Translation
Ok, I'll wait another 10 days in total. 4 are already here today
Automatic translation:
Public
Public
9 months ago
Hello VargaRoxana!
I apologize for any inconvenience caused by the delay in the verification process. I understand that it took longer than expected, and I appreciate your patience.
I'm glad to inform you that the last request for 500 EUR has been successfully approved on our side. Now, I would like to confirm whether the funds have been credited to the player's account.
If you have any further questions or need assistance with anything else, please let me know.
Best regards,
Arlekin Casino
Public
Public
9 months ago
Translation
Yes, everything is good now! Money arrived, everything works now!
Automatic translation:
Public
Public
9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, VargaRoxana, for your 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
