Casino Sieger - Player believes that their withdrawal has been delayed.

I withdrew money on the 22nd of August and requested a receipt via email, which I received on the 25th. Since then, I have been waiting for my money. I have contacted Trustly as well as my bank, but no one seems to have any knowledge about the money. I know they are trying to constantly scam me by telling me to wait and wait. What can I do?

Dear eedisivac,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear eedisivac,

Have you received your withdrawal from the casino yet?

I'm not. I'm still waiting! And no proof of payment has been sent either

Thank you very much, eedisivac, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello eedisivac,

I'm Michal and I have taken over your complaint. I have reviewed your case. Please forward me your bank statements for August 2023 and September till today (11.9.2023) to michal.k@casino.guru

I will contact the casino to see if I can help.

We would like to invite Casino Sieger to join the conversation.

Dear Casino Sieger,

Can you please double-check if the player's withdrawal was really processed by your financial department?

So I have to send you a statement? At the moment, casino Sieger won't even accept me in the chat.. that enough of their hustle is enough. The whole casino should be closed!

Dear eedisivac,

I understand your dissatisfaction with the situation. As the casino team has informed me that your withdrawal has been processed on their side we need your bank statements for August 2023 and September 2023 till today (11.9.2023) in PDF format so that the casino financial department can confront their payment provider why have the funds been not received on your end. Without your bank statements, we won't be able to move with your complaint further.

Hi, I sent you proof of the bank statement. Can you check that you have received. Casinocsieger haven't answered me for a long time and I've been waiting for the payment receipt for more than 10 days and it still doesn't appear

It's strange when they have said that they have paid, but something went wrong and it's been 9 days since then.. And they said they're investigating but they're just dragging it out. If they had paid, they would have provided a proof of payment. But you can see for yourself from my bank statement that the money is not visible

You can ask them about the payment receipt, I've contacted trustly, they don't see the payment and neither does the bank. Unfortunately, they haven't paid for almost a full month and haven't paid any money. Through Trustly, the money should be immediately deposited into the account

It's just not possible that for 30 days you won't see the money or the proof of payment either. And when you ask about it, they always say that the matter is being investigated and nothing else.

every time the same should be expected and no other information.

Dear eedisivac,

Thank you for your email. I have received the requested bank statement successfully.

I will now discuss this with the casino representative. I understand your dissatisfaction with the waiting, but sadly, finding out what caused the payment to not be received on your end could take some time. At the moment, I can only ask for your patience while the casino is checking this with their payment provider.

I have my fingers crossed it won't take long 🤞

I've already waited a really long time.. and I don't even see a proof of payment for many days.. but if they get paid, the money should appear in my account right away. So have you contacted casino sieger? Thanks, I'll wait.

How is it possible that the month is almost full and there is no money to be seen. They have already sorted it out for 20 days and nothing is visible. Yes, you should also understand that the casino has not paid

Dear eedisivac,

I fully understand your dissatisfaction with the waiting, but sadly, finding out what caused the payment to not be received on your end could take some time. At the moment, I can only ask for your patience while the casino is checking this with their payment provider. I will provide you with an update once there is any. Be rest assured we are working on your case.

Okay... they've been dealing with you for 20 days without any information. It's not at all possible. I have contacted a lawyer and the police to investigate the matter. This is a big crime. If they get paid this week, I'll let it go if I don't take it to court, whether the money came or not

You have to understand that there are no problems in any casino when you withdraw money, except if it is a scam casino like this one. Nowhere can last a month. This casino Sieger is unfortunately a scam. I know that I wait in vain for money every day. if I don't report this I know I'll never get the money. I have already paid the lawyer that we will take it to court and for this I want compensation and fines for the casino and that the whole place be closed. After waiting for the money for a month without any information about the money + the payment receipt is not visible, even a blind person would unfortunately know that this casino is a scam. Malta also suffers from this, even when they have granted casino sieger a license. The best thing is to wait for the day of the court hearing and then the matter will be decided once and for all.

All the time this case is being dealt with the expected 30 days point and it is being dealt with again here we expect 1-2 weeks and then there will be a message about the case now we will clear it up this is a scam and I will never give up on this matter. You can tell casino sieger that!

Dear Customer and Casino Guru team,

Thank you for bringing to our attention the complaint regarding payout difficulties.

We are very sorry to hear of the inconveniences which you have experienced with your withdrawal. However, we want to assure you that we have taken immediate action by escalating your case to the appropriate department, and it has been given the highest priority. Rest assured, we are committed to resolving this matter promptly.

Currently, we are waiting for updates from our relevant department, once we get a response we will make sure to update you immediately.

Kind regards,

CasinoSieger Complaints Team

Hey. I have received my withdrawal money. Yesterday. Thank you very very much. Great service! And thank you for caring about these things and helping. I'm super happy. All the best to you😍

Great news, eedisivac. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru