The player from Austria has requested withdrawal a week ago. It has been pending since. The casino informed the player, that there was a problem with PaySafeCard and asked for withdrawal to be processed via Skrill. The player received the winnings quickly and the complaint is resolved.
Casinorex - Player’s withdrawal has been delayed.
Amount: €200
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 years ago
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2 years ago
Translation
Hello, I requested a payout via Paysafecard on July 17th, 2021, and this has not yet been processed / approved!
I was told in the chat on July 21, 2021 that my payment will be processed in the next 24 hours and the money will be transferred!
Unfortunately, this didn't happen, so I contacted support again, and since then I've been told every day that the finance department is checking my payout!
Above all, I am told something different every time !!
Meanwhile I find this whole thing extremely dubious!
I also wrote to support by email, but they didn't respond to my email!
I hope that the Casino Guru team can help me with this case!
Thank you so much!
Kind regards
Automatic translation:
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2 years ago
Dear noraxi,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified in the past? Have you ever received any payments from this casino?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hello dear Guru team,
My account has been fully verified for a long time, I have also requested a payment via SKRILL and received it!
This time I paid in with my Paysafecard account and was told that I also have to withdraw using Paysafecard!
I have submitted all the necessary documents later!
When I applied for a payout for the first time on July 16, 2021 via Paysafecard, it was canceled by the casino the next day.
Then I asked in the chat what the problem was and was told that the rejection was made by the Paysafecard company!
I then contacted Paysafecard and they said it was a mistake and everything is ok!
I contacted the casino again and explained the situation to them and was told to just request a withdrawal again!
I did that too!
I also often asked in the chat whether everything was ok and how long the payout would take, and I was always told something different!
One employee said I would get the money in the next 24-72 hours, the other employee said it would be checked, and I received an email from the finance department with further information!
I haven't received an email to this day and I still don't know what the problem is!
It is also very confusing when you are always told something else, and it is also not ok if I am not told directly why the payout fails or is delayed!
I hope that the matter can finally be resolved, and thank your team for the help!
Kind regards
Automatic translation:
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2 years ago
Thank you very much, noraxi, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Hello dear Guru team,
Thank you very much to you and your team for the effort!
I received an email from Casinorex today saying that I should request the withdrawal via SKRILL, as there is still a problem with Paysafecard!
I have already received the money, and for this reason I want to close the case for success!
It would have been better if the casino had contacted me to arrange everything else, so I could have saved myself all that!
But anyway, I would like to thank you and your team again!
Kind regards
Automatic translation:
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2 years ago
Hello noraxi!
I am glad that you managed to receive your withdrawal. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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