The player from Germany requested a withdrawal which was immediately confirmed, but has not been transferred yet. The support team suggests it might be an issue with the payment provider. While we tried to contact the casino, the player informed us that their money was credited back to the balance sinse there had been an error from the side of payment processor. The player requested a new withdrawal and received the winnings in a few days this time. The complaint was therefore closed as resolved.
Casino Kakadu - Player's confirmed withdrawal has not been transferred.
Amount: €1,000
Casino Kakadu
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello,
I requested a withdrawal on 12.10 which was immediately confirmed on 13.10.
Unfortunately, it has not yet been transferred
The support team keeps providing standard answers (everything is confirmed on their end, it must be an issue with the payment provider)
They have already inquired about this a week ago but have not yet received a response
Automatic translation:
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5 months ago
Dear sergej9,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Is it an internal casino system issue, or it’s related to your account only?
- 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. 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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5 months ago
Translation
Hello,
The payout was deducted from my casino account.
But I haven't had it transferred to my bank account yet
The processing time of 10 days has already been exceeded
Automatic translation:
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5 months ago
Thank you very much, sergej9, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Hi sergej9,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Casino Kakadu, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please explain if the payment was processed?
In case of any supporting evidence, feel free to to send it to my email natalia.b@casino.guru.
I'm looking forward to hearing from you.
Kind regards,
Natalia
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5 months ago
Translation
Hello Natalia,
Short information: the payout was credited back to my casino account on November 3rd.
When I asked support, I was told there was an error with the payment provider
I submitted a new withdrawal request and it was approved on the same day November 3rd.
Yesterday I wrote to the casino support and they said the money had already been transferred and it had to be there within 24 hours, nothing to worry about yet.
Automatic translation:
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5 months ago
Dear sergej9, thank you for the updates. If the payout was already approved, I hope you will receive your money soon. Please, let us know when your winnings will be credited to your account.
If nothing happens after 2 weeks, we will contact the casino again, but I hope it won't be necessary.
Regards,
Natalia
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5 months ago
Translation
Hello,
I got the money today and everything is done now
Automatic translation:
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5 months ago
Dear sergej9,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
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