The player from Sweden has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player decided he was no longer interested in our help, therefore we rejected this complaint.
CasinoFriday - Player claims that payment has been delayed.
Amount: 5,000 kr
CasinoFriday
Safety Index:HighSafety Index
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8.1
CasinoFriday 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
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi, 20220810 I played on CasinoFriday. For a while I made 3 deposits of 500 euros each time. One of these 500 failed according to the casino but was still deducted by my bank from my account. Now the casino refuses to pay back this money and says that this did not happen. Grateful for help.
Automatic translation:
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2 years ago
Dear Ollelimpan,
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
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
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2 years ago
This is not a winning withdrawl. The casino is refusing to refund a failed card deposit. Allthough I have proof that the bank has sent money from my bank account.
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2 years ago
Thank you for your reply, Ollelimpan. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
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2 years ago
Hello again, I have now been in contact with my bank and they confirmed that 3 card transaktions was made and the money is not in their system anymore. But they gave me 3 id/tracking Numbers who is created in every card transaction. I have sent theese 3 number to CasinoFriday but they says they can not find anything. But i told them it is not them its their bank/money provider who have the answer. But CasinoFriday refuses to contact them. Hope my english can be understod. /Lars
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2 years ago
Thanks for the updates, Ollelimpan. In order to proceed with this complaint, I would like to ask you to provide this information:
- deposit receipt (screenshot from the payment method or bank statement showing the missing deposit),
- an official statement (a letter or an email) from your bank or payment provider regarding this situation,
- screenshot of the deposit/cashier history,
- all the relevant communication between you and the casino.
You can forward everything to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.
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2 years ago
Translation
Hello again. I have been in contact with and sent lots of documents to Casinofriday. They have given me an explanation. I'm not convinced that it's correct and I still think I should get my money back. But I can't keep up with this case and send lots of documents any more. Thanks for the help anyway. /Lars
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2 years ago
Do I understand correctly that you are no longer interested in our help? Should we close the complaint?
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2 years ago
Thank you for your confirmation. I will now close this complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
