The player from Germany had successfully withdrawn €5,000 but faced issues with subsequent withdrawals. An additional €4,000 withdrawal was declined due to a technical error, and a later €5,000 withdrawal was reversed despite agreeing to an 8% fee. The player sought resolution and clarification from the casino. The Complaints Team advised the player to wait for a response from the casino and to avoid using the funds. The issue was resolved when the casino processed the €5,000 withdrawal without withholding the 8% fee.
BookofCasino - Player’s withdrawal has been declined.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
Hello, I wanted to file a complaint today about the casino https://bookofcasino1.net/, but the usual method (Submit a complaint) here at Casino Guru got stuck at the point "Problem solved/problem not solved." Therefore, I'm trying to address it directly this way. I haven't used any free spins or bonuses and can still log in. Initially, I lost some money. Then, I won more than €5000 and successfully withdrew €5000. The KYC process was already completed. Next, I requested a withdrawal of an additional €4000, which was declined due to a technical error. Subsequently, I almost lost everything, but then I managed to win another €5000 and immediately applied for a withdrawal. I received an email stating that I needed to agree to an 8% withdrawal fee, which I did. The email also mentioned that the transfer would be made today (25.06.). Now, I saw that the money has been credited back to my player account with the reason "declined". I haven't received an explanation email yet, but I have sent an email asking for a reason and "threatening" to contact you guys. I am attaching some screenshots. It might be important to know: at the beginning, before the first €5000 were paid out to me, I requested self-exclusion due to gambling addiction. I was then referred to another email address to which I should send my request. Since I had money on the account at that time, I wrote that it was resolved. Currently, I have €8000 in the player account. I can't determine if immediate action is necessary, but I wanted to contact you early on.
Regards,
Jonathan
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4 months ago
Dear jonathanvolkening,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that you currently have no pending withdrawal requests and that your balance of €5000 was successfully returned to your gaming account?
I strongly advise you not to play with the money in your account and wait for the email from the casino with an explanation of why your withdrawal request was declined.
Also, could you please forward me the self-exclusion request you sent to the casino? My email address is veronika.l@casino.guru. Please include also your message stating you wish to keep your account open.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
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Good morning,
Yes, exactly, the money was credited back to my player account without any explanation or with the reason "rejected". I now have a total of €8,000 that I cannot withdraw. Of course, I immediately requested the €5,000 (maximum withdrawal) again after it was credited back yesterday. I sent the emails regarding the self-exclusion by email.
But that can't really be the casino's reason, since I've already had €5,000 paid out after this self-exclusion story and apparently I sent my request for self-exclusion to the wrong email address, so in my opinion it's not valid anyway. I also wrote straight away that the self-exclusion was over. It's obviously really about delaying things in the hope that I'll lose it all again.
Greetings and thanks for the work
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4 months ago
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Hi, I wanted to give a quick update. Everything is unchanged. No response to the rejection of the payout. The €5000 has been requested again or is still being paid out. The other €3000 is still in the player account. If there is anything, I will let you know here immediately.
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4 months ago
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Another update: I was just able to contact the live chat (the first time it ever worked) and voice my concerns there again. They didn't give me a reason for the rejection, but "only" apologized that there were delays and that I would be processed with the highest priority. After asking again what the reason for the rejection was, they said again that there could be delays. Due in part to a high number of withdrawal requests.
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4 months ago
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Update: everything is unchanged...very depressing that nothing has happened yet. I'm expecting it to happen on Sunday/Monday, as the last payout was also made on those days.
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4 months ago
Thank you for your emails. From the last message I received from you, I see that your withdrawal request has been processed on 30 June. Usually, we recommend players wait 14 days for the money to appear in their account. If you don't receive your winnings by July 13, let me know and we will continue with the investigation. Thank you for your patience and understanding.
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4 months ago
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No, on June 25th the withdrawal was requested for the third time. The first time it was €4000, which was charged back due to an alleged technical error. The €4000 then became €5000, which I requested for withdrawal again on the same day. These €5000 were then rejected for no reason (see emails) and on June 25th I requested withdrawal again. Two weeks have now passed. But since the status has now changed to "in process" and I can no longer cancel, I am fairly confident.
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4 months ago
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€5000 was just transferred. So even the 8% was not withheld in this case, which surprises me, but of course it also puts the casino in a slightly better light. I claim that the case is now closed. Thank you very much for your support! It's great that you exist.
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4 months ago
Dear jonathanvolkening,
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,
Veronika
Casino.Guru
