HomeComplaintsBacanaPlay Casino DE - Player’s struggling to withdraw his winnings.

BacanaPlay Casino DE - Player’s struggling to withdraw his winnings.

Amount: €300

BacanaPlay Casino DE
Safety Index:High
Submitted: 21 Aug 2022 | Case closed : 11 Sep 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany is experiencing difficulties withdrawing his funds due to limited availability of payment methods. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Once it was rejected because of LT IBAN I should take a German one but don't change it I have already paid out 5x it is rejected despite the update I also sent the new German IBAN by email and it will be ignored and not changed.


The support is acting stupid I should send the IBAN by email which I have done several times then I should tell my user in the CHAT although the chat is internal although this is communicated in the chat here is negligently not paid out.


Now I want to log in and all of a sudden my login data is wrong

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Public
Public
2 years ago

Dear Wibrak,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

I am successfully verified and no alternative was offered.

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2 years ago
Translation

Second time already.

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2 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Translation

My withdrawal has not been declined or paid out in the last 3 days.

since 8/21/22

Edited
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Public
2 years ago

Thank you, Wibrak, for the update. Do I understand correctly that your withdrawal is pending since the 21st of August? Is your account accessible again?

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2 years ago

Dear Wibrak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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