The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The issue was resolved when the player cancelled the withdrawal request, which led to the rejection of the complaint by us.
BookofCasino - Player claims that payment has been delayed.
Amount: €5,000
BookofCasino
Safety Index:Very lowSafety 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.
2.9
BookofCasino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
6 months ago
Public
Public
7 months ago
Translation
Hello,
Unfortunately, I have a problem with the aforementioned online casino. I successfully verified my personal data (name, address, etc.) but now the online casino is requesting proof for the accounts I used to make deposits. For my most recent deposit method, I was able to provide all the necessary documents. However, I have since deleted the virtual credit card that I used for previous deposits, and therefore cannot provide the requested proof. My payment provider cannot give me any proof that includes the card number and my name. They can only provide transaction lists with the deposits, my name, and address. The casino, however, continues to insist on these documents. How should I proceed? I would appreciate your support in this matter.
Automatic translation:
Public
Public
7 months ago
Dear Jay37912,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
