The player from Germany requested a withdrawal. The payment failed, and the funds seem to be lost because winnings weren’t returned to her casino account. The casino claims to be investigating the issue. We rejected the complaint because the player didn't respond to our messages and questions.
Casino Days - Player’s withdrawal has failed.
Amount: €1,700
Casino Days
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Arguing is not the right expression for it ... only I've been chasing my payout since 12/23/2020. Although all the data are correctly stored and verified, the casino stated the recipient instead of my name as the recipient of the payout, and my bank returned the money to the casino due to the wrong recipient. Well, since then my money has been in the northerly, it has not been returned to my player account until today. Constantly new agent, constant new consolation, ask for your patience, we check. To top it off, I would like to rate how happy I am with the support ... If I ever get my money, it will still be my only experience with this casino.
Automatic translation:
Public
Public
3 years ago
Dear Catharina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and forward me all the relevant communication between you and the casino? My email address is kristina.s@casino.guru.
Additionally, I would like to emphasize, that investigation of lost funds is a complicated and time-consuming process, therefore it might take some time until the casino finds out what exactly happened with your withdrawal.
Looking forward to hearing from you.
Best regards,
Kristina
