CasinoMega - The player's withdrawal is delayed.

Hello ,

I had 2 withdrawal requests using bank transfer for my account (see attached withdrawal.png) . The first one ( 150 $ ) was received . The second one ( 109 $) didn't arrived .

I tried open several tickets , see attached .

I asked about what IBAN the money were sent to .

I asked about any proof that they sent the money in order to escalate to my bank .

I attached the bank extras where could be seen that I received just the first withdraw not the second one . See on the extras :

01 septembrie 2022 Incasare Referinta: 6336122209 Ordonator: BOGDAN STEFAN GISCA Din contul: RO40INGB0000999904603617 Detalii: WITHDRAWING OWN FUNDS FROM ONLINE W Data valutei: 01-09-2022 

Please help me to resolve this .

Hello giscabogdan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoMega. Please allow me to ask you a few more question before we would move forward.

Did you accumulate your winnings with real money or did you use a bonus? Since when exactly is the second withdrawal pending and how fast did you receive the first one? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey ,

Thanks for taking care about this .

It was used using Real Money . The difference between withdrawal requests been 1 day . The first one was received after few days 2-3 . The second was never received although I used the same method and I gave them same information .

I have an open thread , last time I ask about updates before to raise the case here ..(2 days ago) .. but they didnt give me anything ...

The ticket ID is 20004 (with their support) which is as expected useless

Thank you giscabogdan for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello giscabogdan

I'm Michal and I have taken over your complaint. I have reviewed your case and would like to ask a few questions. Has the first withdrawal request (150 $) been finished when you submitted the second withdrawal request (109$)?

Because in the casino T&C's 5. Deposits & withdrawals is stated this:

6. Please note that you can only request one withdrawal request at a time...

Is the second withdrawal request (109$) still pending or has it been declined by the casino?

Hello ,

I really don't recall if I requested the second withdraw after the first one . Anyway , they didn't specify in the mail thread that this could be an issue .

They insist that the payout has been processed , but when I asked for any proof they didn't respond anymore.

See below mail :

"

Dear Bogdan, 

Thank you for contacting our Customer Service Support.

We will like to inform you that your Withdrawal was authorised on our Side on 02/09/2022 and completely Processed on 09/09/2022. 

Please note that weekends are not calculated as business hours. 

Kindly don't hesitate to contact your Bank on Monday for the check.

If you need any further assistance, feel free to contact customer support. We are always happy to help!

Kindest regards 

CasinoMega Support Team.

I checked yesterday and didn't receive anything

Hello giscabogdan

Thank you for the information, I will contact the casino to shed more light on this matter.

We would like to invite CasinoMega to join the conversation.

Dear CasinoMega,

Can you please provide some information why the player's second withdrawal (109$) hasn't reached their account yet? Can you please provide proof that the second withdrawal (109$) has really been paid by you?

Hello ,

Is there any update ?

Hello giscabogdan

So far the casino hasn't been responsive to me, but I will keep on trying.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi giscabogdan,

We're investigating the case and will get back to you with an answer shortly.

Regards,

Mira

Hello ,

The support case with the casino is raised more than 1 month ago ... so is there any update ?

Hello giscabogdan

The casino representative just informed me a few days ago they looking into your case, but I have received no further response since. This process can take a few days, so unfortunately we have to wait for the conclusion, but I will ask the casino if they can provide any updates.

Dear CasinoMega, can you please provide any updates?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear giscabogdan

We have received evidence from the casino that both of the withdrawals have been processed from the casino's side. Can you please double-check your account and provide a statement from 01.09.2022 to 30.09.2022 to my email michal.k@casino.guru

Dear giscabogdan

As we have informed you via email. The casino did provide proof of payments. So all obligations from the casino's side have been fulfilled. We did have received a statement from you that the payment really did not reach your account, but unfortunately, as we have no authority over the banks there is not much we can do from our side to be of help anymore.

You have to contact your bank to trace this transaction. Your bank should be able to track the transaction reference numbers.

Sadly, we are forced to close this complaint as there is not much we can do further as this is out of our control.

Please, let me know how the bank reacted and when this is sorted at michal.k@casino.guru and we will change the status of this case accordingly

Best regards,

Michal

We’ve reopened this complaint at the request of CasinoMega. We have been informed that the money was received from the player's bank by the casino, and afterward, the casino sent the money via a different payment method to the player. Once this is done, we will change the status of this complaint to resolved.

Dear giscabogdan,

Please let us know when you successfully receive the money.

Dear giscabogdan,

It appears that this issue may have been resolved, but without confirmation from you, we are forced to reject this complaint.

The player can reopen this complaint anytime.