HomeComplaintsCasino Intense - Player’s withdrawal has been delayed.

Casino Intense - Player’s withdrawal has been delayed.

Amount: €700

Casino Intense
Safety Index:Very low
Submitted: 18 Mar 2021 | Resolved : 01 Jul 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Italy has requested a withdrawal. Unfortunately, the payment seems to be delayed. The casino failed to respond, therefore we were forced to close this complaint as 'unresolved'. A few months later, the casino reached out to us to provide us a detailed proof of the successful player's withdrawal.

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3 years ago
Translation

Since Tuesday they tell me that the money should arrive within a day then after a day passes and I request again they say maximum by today ... They told me that it was sent 100% in fact I will show you the photos and I asked also the CRO to give to my bank but to get it I would have to wait until tonight and I do not think they will give it to me because in my opinion it has not yet been sent since I contacted my bank and they tell me that they have not received anything ... Now you I just ask you to help me solve this problem because in practice I am being made fun of ...

Automatic translation:
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3 years ago

Dear Elmedina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for?

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 wire transfers. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

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3 years ago
Translation

We can wait then ... We'll see if I get the money

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3 years ago
Translation

Hi I ask you to proceed and ask intense casinos to verify why my payment has not arrived yet ... Since in chat they told me to ask you in practice ... Then I asked for the CRO and they did not give it to me and it's been 2 days already .. then I like the casino and I want to play .. but I also want to receive my money honestly

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3 years ago
Translation

However to deposit I used the card and for the withdrawal the wire transfer that is the transfer I think ... Here is also the photo of the payment that should have been processed and until today also arrived as they told me in chat maximum 1 day or as written by them when you make the withdrawal (arrives in 24h)

file

Automatic translation:
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3 years ago

I fully understand your frustration, xlucky69. I will set the timer for additional 3 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

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3 years ago
Translation

There have been no developments and I have waited long enough I think

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3 years ago

Thank you very much, xlucky69, for providing all the necessary information. 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.

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3 years ago
Translation

Sure 🙂

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3 years ago

Hello xlucky69!


From now on, I'll take care of your complaint. I would like to ask Casino Intense's representatives to join this conversation in order to explain the situation.

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3 years ago
Translation

I haven't contacted intense casinos since I showed them my statement as nothing came to me

Automatic translation:
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3 years ago

We would like to ask Casino Intense 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.

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3 years ago

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.

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3 years ago

After receiving a sufficient proof of the payment transaction we’ve reopened this complaint as per the casino's request to mark the complaint as 'resolved' in our system.

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