The player from Germany had experienced difficulties withdrawing her winnings from Casinorex due to issues with the verification of her two different bank accounts used for deposit and withdrawal. Despite having provided legitimate proofs for both accounts, her winnings had been credited back to her gaming account. Later, her issue had been successfully resolved and her winnings had been transferred to her account.
Casinorex - Player is struggling with the withdrawal process.
Amount: €500
Casinorex
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
I requested a withdrawal on January 24th, 2024 and everything was checked and the withdrawal was approved by Casinorex. After a long letter and documents, I send the final written statement of my documents to the finance department to be checked because my deposit from Commerzbank and payment should be made to my municipal savings bank. I have legitimized both options, but this casino was recognized for no reason. Today I found out that my winnings had been credited back to my gaming account. However, I would like my winnings to be paid out.
I hope you can help me.
LG Songül W***
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear songuel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please clarify if your account has been verified?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 months ago
Translation
I had my identity bank statements checked by the Casinorex portal (Hooyu) and everything was confirmed. Even Casinorex has confirmed the payout. Despite everything, yesterday you wrote to me that I had given incorrect bank details. I should request a payout again.????I requested that again. This time from the deposit account Commerzbank.
Automatic translation:
Public
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2 months ago
Translation
Casinorex transferred the entire amount to my account.
Thank you very much for all your help.
Automatic translation:
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2 months ago
Dear songuel,
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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