The player from Spain has requested a withdrawal four weeks ago. It hasn’t reached the bank yet. After investigation player received his wnnings.
Casino Intense - Player’s withdrawal has been delayed.
Amount: €724.35
Casino Intense
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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4 years ago
Translation
I requested a withdrawal at said casino on October 8th . To this day, November 4, I am still waiting for my request to be verified and, in this way, whether or not to approve the withdrawal. In the terms and conditions of the casino, it details that withdrawal requests can take up to 14 working days (not counting Saturdays or Sundays). The time has exceeded and every time I get in touch they tell me that it is a general error, due to the "huge" amount of withdrawal requests they have to process. I have also tried to figure out what date requests are they processing today, but they give me long and avoid the question saying it is a general problem. Of course, all the bonus offers and other promotions come to my email as a category.
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4 years ago
Dear troncales,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino?
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, especially if it’s your first withdrawal.
From your comments I understood that the delay is caused by a high volume of withdrawal requests and is the same for all the players. Hopefully, the issue will be solved shortly and you you’ll receive your delayed withdrawal.
Please keep me informed. Thank you in advance.
Best regards,
Petronela
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4 years ago
Translation
Good afternoon Petronela,
It is my first withdrawal at said casino, and they have not provided me with a withdrawal receipt. The status is still "check pending". I understand that the first step is the approval of the withdrawal request and, subsequently, the arrival of the money to my account. Without the first step, the second can never be processed, so my complaint goes to the first step. As I mentioned, they told me it was due to the high demand for withdrawals. I honestly don't know if this information is true, as I have played in larger casinos where requests were reviewed within 48 or 24 hours. Even if it were, why don't you give me information about the retreats of what date are you reviewing today? So I could have an estimate of when mine can be processed.
a greeting
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3 years ago
Thank you very much, troncales, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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
Hello troncales,
I looked at your complaint and will do my best to help you. I would like to invite Casino Intense into this conversation. Can you please specify what is the problem with player’s withdrawal?
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3 years ago
The withdrawal will be in the player account within the next 2 days.
Thanks
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3 years ago
The payment was sent yesterday, can you please confirm receipt?
Thanks and apologies for the delay
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3 years ago
Translation
Good Morning,
The withdrawal if it was accepted yesterday, the income has not yet arrived. I asked how long the arrival time is and they told me it can take up to 3 business days. I am still waiting for the money in my account. Thank you
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3 years ago
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Good morning,
The transfer has already arrived at my bank. Thanks Casino Guru for the service.
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3 years ago
Dear troncales,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
