The fully verified player from Germany had been waiting for a withdrawal to be processed for approximately 3 months before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even 2 weeks after the casino was notified about the player's complaint.
Casino MGA - Player’s withdrawal hasn’t been processed.
Black points: 229
Amount: €4,000
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I won money at CasinoMGA 3 months ago. Got a payout email. It takes 7-21 working days until I get my winnings. After 3 months there is still no money. I write emails to the support team every week. But they always write that it still has to be checked. And hold me out. It is very depressing not to have a straight answer.
Kind regards
Pierre
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2 years ago
Dear Pierre,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm you passed the KYC verification?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Thank you for your reply.
I have successfully verified my proviel. And I haven't made a withdrawal yet.
Keep getting the same answers for 3 months.
Unfortunately, we cannot give you the time frame required for the finalization, as it depends on the payout amount, the payment method, the number of daily inquiries from our finance department and possibly also on a bank. We hope you understand that the withdrawal process has pre-defined steps and procedures and includes checking the account, game and financial history. All checks as part of the withdrawal process are security procedures that must be carried out before the funds are released. You will be notified when our departments have completed the entire review.
With best wishes,
Stella
Customer support team
Casinomga
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2 years ago
Thank you for your reply, Pierre. Would you be so kind and clarify when exactly you requested this withdrawal? Could you please advise what is the status of your withdrawal? Is it marked as pending or processed?
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2 years ago
Translation
Hello, I requested the payout on October 6, 2021. That's when I won the money.
My payout status is pending.
Sincerely, Pierre
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2 years ago
Thank you very much Pierre for your reply. I will now transfer your complaint to my colleague Branislav (branislav.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 soon.
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2 years ago
Translation
Many thanks to Kristina for your help.
Kind regards
Pierre
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2 years ago
Hello, Pierre,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Casino MGA's representative to join this conversation and participate in the resolution of this complaint.
Dear Casino MGA team, could you please state the reason why the player's withdrawal has not been processed yet and when can he expect the payment?
Thank you in advance for providing the information.
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2 years ago
Translation
Now the 4000 euros have been sent back to my player profile.
Although I made a baktransfär to my bank over 3 months ago. I had it paid out right away.
Let's see what they can come up with now.
If they write back at all. Haven't received a confirmation email yet.
And in the chat just write me I should feel free.
I just want you to transfer the money to my bank account.
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2 years ago
Dear Pierre,
Thank you for an update on your issue.
We would like to ask 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’, which will have a negative impact on the casino's rating.
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2 years ago
Dear Pierre,
Since we have not 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 will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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