Casino Fiz - Player’s withdrawal has been cancelled.

I played with bonus money. I did not violate the bonus terms and met the bonus withdrawal requirement. I sent the requested documents to confirm the account / identity and made a deposit (I used a scratch). On 19 May I made a withdrawal request (€ 100) to my scrill account. (€ 100 was the maximum amount that could be raised with the bonus). Nothing happened for a month. Today at 18.6 the casino had for some reason canceled the withdrawal request and returned the amount to my casino account. The reason has not been stated. I am now waiting for an answer from the casino to this.

Dear staavett,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise if you have redeemed any promotional offers from this casino in the past? Do I understand correctly that you have deposited funds into your casino account to verify the payment method?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hey. Yes my account has been verified (I received an email from the casino). And I have made a successful € 25 deposit using scratch. And I have not used any other bonuses at that Casino. I thought that training would only take a long time at this casino. But then indeed unexpectedly canceled the repatriation request, and I have not received any reason for this.

Thank you very much, staavett, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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.

Hello staavett!

I will be taking care of your complaint from now on. I would like to invite representatives of Casino Fiz into this complaint in order to provide us with any explanation of the withdrawal issue.

Thank you Martin. So far I have not received any response from casino fizi support on this matter

We would like to ask Casino Fiz to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.