The player from Germany faced delays in payout processing and unresponsive support. Additionally, over 300 Euros won from free spins had disappeared, and the issue remained unresolved. The player's payout request was initially pending, but the payment was eventually received. The complaint was marked as resolved due to the successful payment.
BookofCasino - Player’s winnings have been delayed.
Amount: €850
BookofCasino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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2 months ago
Translation
The casino is not paying out my winnings. They take forever to process anything. The live chat just keeps giving me the runaround. Support via email is practically unreachable.
Furthermore, I won over 300 Euros from the provided free spins, and the winnings just disappeared. I reported the problem, but it's taking forever to get resolved. Again, support is unreachable here as well.
Automatic translation:
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2 months ago
Dear Matze392,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Additionally, please provide more information regarding the missing winnings:
- Were these winnings recorded in your game history?
- When did you accumulate them?
Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello, I requested the payout yesterday morning. There hasn't been a successful payout yet.
The winnings come from free spins provided by the casino.
I got free spins on the Captain's Quest Treasure Island slot during these free spins.
These went very well. The stake was 1 euro. The first two reels were wilds with a high multiplier. The win was over 300 euros, but this was not credited to the balance. This win does not appear in the betting list either.
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2 months ago
Translation
Hello. The casino's live chat put me off. They then requested pictures of my credit card. This was sent yesterday evening. Since then, no response. There is no response to emails at all. Withdrawal is still pending in the casino account. The other problem is still not resolved either.
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2 months ago
Translation
The money arrived today. But it's taking forever and support is unavailable. The other problem still exists. But I'm glad that at least the payment worked.
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2 months ago
Dear Matze392,
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,
Kristina
Casino.Guru
