The player from Italy had reported a delay in his €5,000 withdrawal due to a 7-day account freeze implemented by the casino. It had been his first withdrawal request and his account had already passed the KYC verification. He had expressed concern over the casino's policy of not processing withdrawals during account freezing. After the cooling-off period had ended, the casino processed his withdrawal, and he received his winnings. However, he had been dissatisfied with the casino's policy regarding account closure after withdrawal requests, leading to his decision to close his account. The issue had been resolved successfully.
Casino Night - Player's withdrawal is delayed due to an active cool-off period.
Amount: €5,000
Casino Night
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
On Friday, May 3, after making a withdrawal of €5000, I decided to put a 7-day freeze on my account to secure my winnings and prevent any temptations to cancel the withdrawal, which is usually processed within 48 hours.
Today, when I asked in chat whether my withdrawal had been processed, I was told that as long as my account is suspended, they cannot process withdrawals. So, I need to wait until the end of my account freeze period and then another two days to receive the money.
If I had applied a 30-day freeze, I would have had to wait an entire month to see my money.
I consider this unethical and illegal.
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6 months ago
Dear carsix79,
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 make sure I understand your situation completely.
Could you please advise if you passed the full KYC verification?
Have you made any successful withdrawals from this casino before?
I understand your frustration from the long waiting times for your withdrawal. If you are afraid that you will not be able to control your behavior and you'll cancel the withdrawal request before it is processed after the cool-off period ends, I recommend you request to be permanently self-excluded from the casino due to gambling problems.
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
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6 months ago
Translation
Of course I passed the KYC verification and my account is verified.
This is my first time requesting a withdrawal.
Yes, I could ask for self-exclusion due to gambling problems but in this way I would no longer be paid my withdrawal if already with a simple freeze period they don't want to pay.
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5 months ago
Has your cooling-off period now ended? Were you able to request a withdrawal? Please let me know.
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5 months ago
Translation
The cooling off period has ended and they have processed the withdrawal payment. I am waiting for the money to arrive in my bank account
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5 months ago
Translation
Money arrived in the bank account today.
However, I do not recommend this casino because it does not protect the player in case he wants to exclude himself after requesting a withdrawal.
Account closed instantly!
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5 months ago
Dear carsix79,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
