The player from Denmark requested a payout of 8,048 kr but received a message to cancel and create a new withdrawal request due to a technical issue. Despite already verifying her identity and setting up a Skrill account, she is still waiting for the payout. The issue has been resolved successfully.
BookofCasino - Player’s withdrawal delayed due to technical issue.
Amount: 8,048 kr.
BookofCasino
Safety Index:Very lowSafety Index
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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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I requested a payout of 8048 kr on 16.11.23. On 26.11.23, I was asked to cancel the request and create a new one due to a technical issue. I was not informed about the nature of the technical issue.
I am still waiting for my payout.
Whenever I contact the casino, I receive the same email over and over, stating that a different department is handling payouts.
I should be verified.
I first deposited via Visa, but I could not receive my payout through this method - so I created a Skrill account and have forwarded relevant identification for this to the casino.
I can't find out why the payout is taking so long - can anyone help?
Automatic translation:
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11 months ago
Dear Mmpe71,
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 your newly requested withdrawal was approved already?
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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11 months ago
Translation
My request was accepted, but never finally approved.
I still have an approved request pending
I agree that the deposit option cannot necessarily be used as a payment method as well - that is why I created a Skrill account and requested a payment to it.
I have canceled my request for payment of DKK 8048 on 4/12-23, but I have a pending request of DKK 7008 which I would naturally like to have paid out as soon as possible.
If there is anything I need to do to get paid, please let me know.
Mette
Automatic translation:
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11 months ago
Thank you very much, Mmpe71, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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11 months ago
Translation
The case is closed - I have no more money in the account.
Automatic translation:
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11 months ago
Dear Mmpe71,
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,
Peter
