The player from Germany has requested a withdrawal two months ago, unfortunately, it has been pending due to ongoing verification. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Casino Astral - Player’s withdrawal has been delayed.
Black points: 187
Amount: €550
Casino Astral
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I made a profit shortly before the New Year and asked the support team if I met the turnover, I got an ANSWER of yes
then I immediately sent my documents, everything before the New Year and documents were always missing. ok i said and always got the document what you asked for and got e-mails confirmation, of course automatic but never mind and never an e-mail from the documents department or the finance department. I always had to log in myself and deal with the support what was going on, of course you mean that the department responsible is not and said that you would forward it to the finance department, where I never got an email from and meanwhile it's 3 months and don't know what to do
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3 years ago
Dear lagermeister,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure, however, two months is unusually long time.
Have you been advised what exactly seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Thank you for the feedback . The problem is 1. I assume the translation from the system, because the casino asks me to issue an account statement, which I have sent 100 times. Instead of the casino writing to me, do you know not to ask for a bank account but for the individual invoice, but you always ask me for a bank statement, which of course I always understood as a bank account statement. I assume that because of the translation French to German it probably means that.
Not that bad, the most important thing for me was communication. All the time since the withdrawal request, I have not received a single email, neither the finance department nor the documents department, so I am of the opinion that they want to refuse me the withdrawal, I suspect
With best regards
Özcan Ö ***
Edited by a Casino Guru admin
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3 years ago
Translation
You can see how frustrated I am because I forgot to answer your question.
I asked again in the live chat yesterday evening, which of course I copied the conversation.
The customer service worker said after I asked what happened to my payment, he told me like everyone else the account statement would be missing where the electricity bill is on it, of course I uploaded the document open in the chat and told him that I was recording this conversation with the uploaded document. He told me he was leaving a message for the appropriate department. So I'm always on the spot and can't get any further
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3 years ago
Thank you very much, lagermeister, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Özcan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Astral to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
That would be very nice, only I don't know if they will react at all and if so, how they want to explain this situation, but there is always an excuse, just as they don't answer me, I don't think they take part
Greetings Özcan
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3 years ago
We would like to ask Casino Astral to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Translation
Hello Peter, what else can I do about it? what other advice would you give me besides staying away from the casino
I don't want to leave it that way that the casino keeps going.
refuse to pay out, I think the casino should be revoked.
Greetings Özcan
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3 years ago
Hi Özcan,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. There is nothing more really that we can do. I looked at the casino's website and found that the casino most probably has no longer a valid license. That means that there is no one to turn to. I can only recommend you to read reviews of the casinos you choose to play in before you deposit money. I wish I could be of more help.
Best regards
Peter
