The player from Germany verified his account and requested a withdrawal 8 weeks before submitting the complaint. The complaint was resolved. The player received his winnings 2 weeks later.
Casino MGA - Player’s withdrawal has been delayed.
Amount: €800
Casino MGA
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I requested a withdrawal of € 800 on October 29, 2020, this is my first withdrawal in this casino, since the above date I have been waiting for the end of processing or something similar, I am always put off by customer support and they say that the finance department does not Gave feedback on my complaints.
I have fully verified my account with my documents.
The bonus was completely implemented and even played a little more, far beyond the bonus actually implemented.
I have been waiting for the payment or for processing to be completed for 8 weeks, but nothing comes.
I am really upset.
Automatic translation:
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3 years ago
Dear Marco,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Withdrawals usually take a few days, in rare cases a few weeks, and the first withdrawals are often taking more time to process. However, 8 weeks is a little bit too much in my opinion.
What is the status of your withdrawal request, please – is it pending or processed?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello, the status has been on processing since October 29, 2020.
I will send you the gradients by email!
Automatic translation:
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3 years ago
Thank you very much Marco for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Marco!
I looked at your complaint and the forwarded communication with the casinos’s support team. I will do my best to resolve your case.
I would like to invite Casino MGA into this conversation.
Dear Casino MGA,
Can you please specify the reason as to why the player’s withdrawal request has not been processed yet?
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3 years ago
Translation
Intermediate result:
The casino had given me feedback that the payout was delayed and that they had requested the payout again, after 2 days the status was set to Accepted yesterday the payout was updated again.
I will report again when I have received the money.
Automatic translation:
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3 years ago
Dear Marco,
I’m glad there is good news! I’d kindly like to ask you to let us know once you have received the payment. The complaint will remain open until we receive a confirmation from you.
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3 years ago
Translation
Intermediate result:
My prize arrived today, after 2 months back and forth, thank you for taking the time to help me with this case! thanks !
Automatic translation:
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3 years ago
Dear Marco,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that you have received your winnings! We will now mark the complaint 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.
Best regards
Andrej
