The player from Germany has been waiting for a withdrawal request to be processed since August 10, despite having complied with the casino's request for a receipt from a CashtoCode deposit. The casino keeps responding that the receipts are under review. The player confirmed the withdrawal was processed and money reached him.
Arlekin Casino - Player's withdrawal has been delayed.
Amount: €400
Arlekin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
I requested a withdrawal from the casino on August 9th, which was subsequently cancelled. The casino requested a receipt from a CashtoCode deposit, which I promptly submitted. I requested another withdrawal on August 10th, which has still not been processed to this day. I only ever receive responses from support stating that my receipts still need to be reviewed and thus the withdrawal is being withheld. Moreover, there are no further receipts required from me. I have been a verified player since April and have made several deposits and withdrawals. I've never had problems before. I also find it important and correct that everything needs to be thoroughly checked, but for a CashtoCode deposit there is nothing to check since no verification process actually takes place. There's only a receipt and a cash-paid top-up. I use this method of deposit quite often, and no casino has ever demanded a receipt from me. Therefore, I find it unjust that the withdrawal has not been processed and that no reasons have been given as to why the withdrawal is not being processed. In my opinion, the process is being arbitrarily prolonged.
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8 months ago
Dear ddnnppmm,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Also, please note that casinos can request to verify every payment method used for deposits.
Could you please kindly share the proof of deposit you submitted to the casino?
Could you please share the casino's response? Post the information here or please send it to my email at tomas@casino.guru
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,
Tomas
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8 months ago
Good evening, ddnnppmm and Tomas,
We apologize for the inconvenience caused by the long duration of the verification process.
We treat a KYC procedure seriously, thus we require proving every deposit method that was used in our casino. Regarding your CashToCode proof, it's already checked and approved, as you can see in your profile.
We are now checking your deposit via JetonCash. We need to make sure that the proof that you've submitted refers to the deposit that you've made, and that it was made to us and not any other casino.
As soon as everything is done, your cashout will be approved without any further delays.
Best regards
Arlekin Casino.
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8 months ago
Translation
Hello Arlekin Casino, I understand that everything needs to be checked carefully, I just don't understand why it is taking so long. My CashtoCode receipt was clear, but my Jeton receipts are even clearer. I have sent everything, my verified Jeton account, my loading of a Jeton Cash card with invoice and serial number, my transaction to Arlekin Casino even with date and exact time and transaction number. I don't know how to prove it any clearer. Still, I hope the case can be closed soon.
Best regards Dominic
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8 months ago
Thanks for the response to both parties.
Dear ddnnppmm,
Please let me know when the verification of your account is complete and if there are any additional issues we might assist you with. I believe it's only a matter of time until you receive news about the verification of your Jeton deposits being complete.
I'll await any updates.
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8 months ago
Translation
Today I submitted the transaction of my jeton wallet to the casino again, where the date and time are listed. The document was rejected. I can't create a screenshot where the verified owner and the transaction are listed at the same time. Nevertheless, it is clearly visible on all documents where the deposit came from and where the deposit went. For my part, I have done everything that is possible.
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8 months ago
Translation
Hello Thomas, the payout was approved today and has already reached me.
Thank you for your quick help 🙏
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8 months ago
Dear ddnnppmm,
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 and Arlekin Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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