HomeComplaintsCasino Epic SE - Player is struggling to withdraw his winnings.

Casino Epic SE - Player is struggling to withdraw his winnings.

Amount: 3,000 kr

Casino Epic SE
Safety Index:Above average
Submitted: 31 Mar 2023 | Case closed : 17 Apr 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Sweden is experiencing difficulties withdrawing his funds. We rejected the complaint because the player didn't respond to our messages and questions.

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1 year ago

Hi,


Today i found and signed my BANK-ID on Casino Epic.


I made deposits for quite some money and played, i won and wanted to see where to withdraw MY money but there is no such fuction.


The only thing you can do is deposit more money or keep playíng that makes you have to sign your BANK-ID again.


When i now want to do this is says my account is inactive and wont proceed, so i wanted to check my " profile " or account but there is no such fuction either.... I am in loss of words and what to do next because i have contacted them by EMAIL as that is the only way.


I hope this complaint explains well enough for you to perhaps be able to help me or discuss my next move/action.


Br,


Simon H****** A*********

Edited by a Casino Guru admin
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1 year ago

Dear Hartmansimon,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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1 year ago

Dear Hartmansimon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

We are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.


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