The player from Austria faced repeated cancellations of their withdrawal attempts despite having received a previous payout via MasterCard. The casino claimed the issue lay with the card and kept asking for additional verification. We explained that payment methods could be discontinued or restricted due to various external factors and inquired about alternative withdrawal methods and previous account verification. The player confirmed the issue was resolved.
Betandplay Casino - Player’s withdrawals delayed by repeated verification requests.
Amount: €1,550
Betandplay Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
My withdrawal keeps getting canceled, even though I have already received a payout via MasterCard. I am always told the issue lies with my card. They always have a different excuse and constantly ask for something new for verification.
Automatic translation:
Public
Public
5 months ago
Dear Jello333,
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, and 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?
- Is the ongoing verification regarding your used payment method?
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
Public
Public
5 months ago
Dear Jello333,
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,
Tomas
Casino.Guru
