The player from Italy had won approximately 3,500€ on Wednesday and had requested a withdrawal, but there had been no update since then, with the withdrawal remaining cancellable. Despite having contacted support, the player only received standard replies and was concerned about the payment. After the player confirmed that his account was verified, the Complaints Team had allowed an additional week for the casino to process the payment. The issue was eventually resolved, and the player received his winnings, minus an 8% commission. The complaint was subsequently closed as resolved.
BookofCasino - Player’s withdrawal is delayed.
Amount: €3,500
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
3 weeks ago
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1 month ago
Translation
I had a win on Wednesday of about 3500€. I requested a withdrawal and since Wednesday there has been no update, and the withdrawal is still cancellable. Today is Sunday.
I write to support, but they reply with pre-set messages. I am worried; I don't think they will pay.
Automatic translation:
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1 month ago
Dear SpartacoSMCV,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 month ago
Translation
Hi, your account has already been verified.
Automatic translation:
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4 weeks ago
I fully understand your frustration, SpartacoSMCV. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.
Thank you in advance for your patience.
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4 weeks ago
Translation
the payment was made, I was charged 8% commission
Automatic translation:
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3 weeks ago
Thank you, SpartacoSMCV, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with?
Looking forward to hearing from you.
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3 weeks ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, SpartacoSMCV, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
