The player from Germany had requested a withdrawal of €500 two weeks prior and had fully verified his account since 05 November 2024. Despite sending the requested account statement via email three times, he had not received a response and continued to face delays in receiving his funds. The issue remained unresolved as the player did not respond to further inquiries from the Complaints Team, which resulted in the complaint being rejected.
Casino Night - Player’s withdrawal is delayed.
Amount: €500
Casino Night
Safety Index:HighSafety 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.
8.1
Casino Night has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Good day,
On 05 November 2024, I made a withdrawal of €500. My account has been fully verified since 05 November 2024, but the amount has still not been paid out. I was instructed to send an account statement via email, which I have already done 3 times. Each time, the live support tells me to wait for an email response, but I haven't received any replies or anything else, except to be patient.
I would appreciate your assistance, thank you very much.
Best regards,
Automatic translation:
Public
Public
1 month ago
Dear Purplepunch,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Am I correct in understanding that the only document that has not been successfully verified in your account is the bank statement showing the deposits you made into the casino?
Have you made sure to send the bank statement in the correct format? Does it contain all the information that is necessary for the casino to be able to verify your payment method?
If you have any communication with customer support regarding the verification, please forward it to me at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
Translation
Hello, yes I have already sent the bank statement several times by email to the casino's support email, where you can see all the data that the casino requests. The live support keeps telling me to be patient until I get an answer by email, but I wait in vain for an answer.
Best regards
Automatic translation:
Public
Public
3 weeks ago
Thank you for your reply. Please forward me the bank statement that has yet to be verified at veronika.l@casino.guru.
