The player from Germany has requested a withdrawal almost two months ago. Unfortunately, it has not been received yet. Casino didn't respond.
Casino MGA - Player’s withdrawal has been delayed.
Black points: 123
Amount: €900
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.
2.1
Casino MGA has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Wait 8/14/21 for my payment. My account is successfully verified. I am always put off that it unfortunately takes longer. At last it was said that they had issued a reminder to the team that was dealing with the payouts.
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3 years ago
Dear Katharina,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is unusually long time.
However, 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
Thank you, Katharina, for your reply. If the payment is not visible in your account it might have been sent already. Could you please advise which payment method you have opted for?
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3 years ago
Translation
No, it is still defensively not on my account. I specified "BANK TRANSFER" as a payment. 
On the photos you can see that it is still being processed. I just took the screenshots.
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3 years ago
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The money is no longer visible on my player account since August 14th, 21st! It is always "in progress" !!! Til today
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3 years ago
Thank you very much, Katharina, 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 Katharina,
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
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
I apologize, but since we haven’t received any response 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.
