The player from Germany has requested withdrawal a month ago. It has been pending since. Casino didn't provide any explanation.
Casino MGA - Player’s withdrawal has been delayed.
Black points: 235
Amount: €5,000
Casino MGA
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.6
Casino MGA has a Safety Index of 1.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
1 year ago
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3 years ago
Translation
I applied for a payout on 07/15/2021 and have not yet received anything transferred every time you ask the same answer:
I hope you can help me get my money. My account is active and verified.
Automatic translation:
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3 years ago
Dear OrMilad,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Is the delay an internal casino system issue, or it’s related to your account only? Do I understand correctly that payment is still pending inside your account without being processed?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.
Nevertheless, 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
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3 years ago
Translation
Hello my account is active and registered. Kyc is complete.
unfortunately I am waiting for a confirmation of the withdrawal from the casino until today.
on July 15th I got a confirmation that the 5000 € will be paid out but only an info mail.
Now I am waiting for the payment to be completed, which unfortunately takes a little longer. Sincerely
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3 years ago
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Hello dear Petronela,
I would be happy if something happens. Since I have followed all the rules and terms and conditions and have played normally, my money should also be paid out to me.
Those from the support always tell me with 7-21 working days. Unfortunately they are over and I added a few more days.
I would be happy if you would help me.
Kind regards
Orc
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3 years ago
Thank you very much, OrMilad, 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
Translation
Ok thank you Petronela.
Hello Viliam can you please help me
Kind regards
Orc
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3 years ago
Hello OrMilad,
I looked at your complaint and will do my best to help you. I would like to invite Casino MGA into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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3 years ago
Translation
OK thank you. I hope you get in touch.
Kind regards
Orc
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3 years ago
Hello,
This withdrawal is still under checking as we can see.
Reminder is sent to our finance department.
So it should be sorted out soon.
Kind regards,
Aleksandar
Customer Support Team
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3 years ago
Translation
Hello what exactly is being checked? And how much longer will that take? With best regards, I have unfortunately not received any precise information.
Unfortunately, it is now 25 working days. I hope something will happen soon.
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3 years ago
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Dear Casino Guru Team, what do you think of that? Sincerely, Orke
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3 years ago
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I would be happy if the news comes that the money has been released, but unfortunately nothing of it in sight. Sincerely, Orke
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3 years ago
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I inquired at the casino and was told that I still have to be patient. I have had until now and only consoled ones 😕
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3 years ago
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Hello dear Casino Guru team,
can you please extend the timer as soon as it is close to the end. Best regards, Orke
won something for the first time in my life and then I have to wait so long 😕
unfortunately no news yet.
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3 years ago
We would like to ask the Casino MGA 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’.
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3 years ago
Hello,
As we can see payment is still awaiting in our system, the reminder is already sent to our finance department, and the player is informed about it via chat. So it should be sorted out soon.
Have a nice day.
Kind regards,
Alex
Customer Support Representative
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3 years ago
Translation
I spoke to the support unfortunately no more new messages? Why am I being held up? What the hell do I have to turn on a lawyer?
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3 years ago
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Hello dear Casino Guru Team unfortunately still no new message. And it's still in progress in the account. Please extend the timer Sincerely
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3 years ago
Hello,
We are informed that this should be sorted soon.
Have a nice day.
Kind regards,
Alex
Customer Support Representative
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3 years ago
Translation
Hello what exactly is being sorted?
can you at least tell me when it will be paid out Sincerely
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3 years ago
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Hello, when will the money finally be released I've been waiting for 2 months !! That can't be true, honestly, you can't process a payout for so long. Yours sincerely
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3 years ago
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Hello if nothing is paid until Friday. I will turn on my lawyer.
dear Viliam what do you think of that?
Kind regards
Orc
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3 years ago
Dear OrMilad,
this case is in progress and for now and at this point, I can not recommend you to contact a lawyer. I would like to ask you for your patience. Let's wait for Casino's statement.
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3 years ago
Translation
Yes, but 2 months 🙁 for the first time I win something, I played at least 3-4 hours continuously to get the sum of € 6500, I even gambled away € 1500. Waiting so long for that is not possible. To withdraw € 5000.
Kind regards
ork
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3 years ago
We would like to ask the Casino MGA 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’.
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3 years ago
Translation
When will the money finally be released? Kind regards
Orc
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3 years ago
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Hello dear casino MGA,
what about the payout now. Something has finally happened.
Kind regards
Orc
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3 years ago
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Dear Casino Guru Team, please extend the timer. As soon as it ends? If the casino does not answer, I will proceed with an attorney. Unfortunately no news in the account either.
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3 years ago
I apologize, but since we haven’t received any explanation from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
