The player from Finland had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn’t been received at that time. After the intervention of the Complaints Team and their advice to the player to wait for at least 14 days, the player confirmed that he had received his withdrawal. The issue was successfully resolved and the complaint had been marked as 'resolved' in the system by the Complaints Team.
CasinoFest - Player’s withdrawal has been delayed.
Amount: €503
CasinoFest
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
Translation
I'm having trouble withdrawing money because I was told after 24 hours that I played at a sister casino in 2019 where the account was closed for responsible gaming. In other words, I've closed the account myself there. Now because of this, the withdrawal is on hold.
Automatic translation:
Public
Public
5 months ago
Dear Nsule92,
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
Public
Public
5 months ago
Dear Nsule92,
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,
Kristina
Casino.Guru
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