Casinozer - Player’s withdrawal has been delayed.

I ask a withdraw on 1st of August at 3rd they approved it.

I make deposit via mastercard but withdraw was possible in my bank account.

Until now i didn't receive my money, casinozer after i comunicate with them send me a screenshot that they transfer the money at 4 of August and need to contact with my bank.

I contact with my bank and they told me they can't find any transaction.

Please help to solve this problem, thank you.

Dear armagedwnn,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Have you received a transaction tracking number from the casino? Was it your first withdrawal attempt from this casino, please?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

yes that was my first attempt for withdraw.

The only i receive from casino is the screenshot i already uploaded.

Please find it again attached.

Thank you very much, armagedwnn, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Hello armagedwnn,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinozer to join the conversation and participate in the resolution of this complaint.

Dear Casinozer,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Hello ARMAGEDWNN & Thomas,

First of all, we would like to apologize for the inconvenience caused by your withdrawal.

After checking your file, our financial department has checked multiple times with our bank. The withdrawal was sent on 03/08 at 17:45. Status of the withdrawal is "Completed".

As soon as you contacted us, we asked you to provide us with a bank statement showing that you had not received the withdrawal. Following this, you provide us with a correct bank statement, our financial department then proceeds to a new verification with our bank regarding your withdrawal.

After this further verification, we provided you with a document from our bank which clearly showed that we had sent the money to the correct IBAN that you provided.

We will now need you to approach your bank with the document we have provided. Your bank will then be able to trace the funds sent by us.

Kind regards,

Casinozer Support Team.

Dear Casinozer,

Thank you for providing us with the specific and necessary information.

Now I would like to ask armagedwnn, could you please double check with your bank and ask them to trace the payment using the document provided by the casino? On the other hand, to make the investigation goes quick, could you please provide the casino with a bank statement for the current month?

Thank you both for your cooperation.

Best wishes,

Tomas

Dear All,

I already check with my bank and informed me they can't find this transaction. I don't know what else i can do.

Please also find attached my bank statement until now from this month.

Thank you!

Dear armagedwnn,

Thank you for providing us with the document. Could you please confirm if you have sent that bank statement to the casino's support team? Do you have any updates from them regarding this matter?

Kind regards,

Tomas

Hello Tomas,

Yes i already send again for 3rd time my bank statement. They reply me that they send the money and never come back to them until now. I also contact and with my bank AGAIN and wait for they response.

I will revert when i have update of my bank.

Thank you.

Hello armagedwnn,

I hope you are doing good. Do you have any updates regarding your withdrawal?

Thank you.

Kind regards,

Tomas

No any response from anyone.

My bank says don't see anything casino says they have send i believe my bank because until now never i had any problem.

Dear Casinozer,

Could you please provide any update regarding this matter?

Have you reviewed the bank statement from the player?

Thank you in advance.

Kind regards,

Tomas

Dear Tomas,

my bank don't found any transaction and they informed me that if the transfer after so many days don't completed already returned to them.

I think this casino is a BIG scam need to be noticed that. I wait over one month to get my money and they lied to me.

Dear armagedwnn,

We would like to apologize again for the inconvenience caused by your withdrawal.

We have been in contact with our bank in the last few days, and our bank has initiated an official funds recall to locate the transaction.

Unfortunately we have no power over your bank, and you would need to inform them that our bank have initiated a recall, so that they can check from their side the recall request.

We would also appreciate if you can send us a screenshot, at support@casinozer.com, with the official response from your bank in regards to this transaction, where they are confirming that they can't find the transaction.

We look forward to receiving your feedback

Kind regards,

Casinozer Support Team.

Dear casinozer,

the reply from my bank was via telephone, but i ask and a reply with email and i get it.

Find attached the reply from my bank they reply o GREEK language you can translate.

Please Tomas note after 45 days and under your pressure they said that will contact with bank and until now they don't reply nothing. I upload here my banks reply because only with your help there is a chance to take my money.

Dear armagedwnn,

As stated in our previous answer, our bank initiated a funds recall, due to the fact that your bank was not able to locate the funds, despite being successfully sent by us. We have provided, multiple times, documents proving the payment has been sent correctly from our side. As previously mentioned, your bank should be able to find the funds recall request sent by our bank, once they review it they should be able to locate the funds. A funds recall it's a request used to send back the funds to the sender, however in this case it's just needed for your bank to locate the funds. 

In the answer provided by your bank, there is no mention in regards to any funds recall made by our bank, we highly suggest you, once again, contact your bank by email and ask them about the funds recall that our bank initiated. Kindly, in order to resolve the matter as efficiently as possible, we urge you to send us the answer of your bank by email. 

Once again, we want to highlight that we are sorry you are experiencing this issue, however from our end, we proceeded correctly and according to the rules, and we will be more then glad to keep assisting you regarding the issue. 

We hope to have informed you sufficiently and we look forward to receiving your feedback.

Kind regards,

Casinozer Support Team.

my bank say very clear that only you can ask from your bank where is the money and nothing else.

it’s not my job to say the bank what they need to do.

My bank via phone told me that the money never credited in your side because they never received them.

I m not a bank to know everything but I trust my bank because never had any problem.

Also the only thing that you provide to me is a screenshot with a lot of things blind. Other time you told me make the transfer the next day say the screenshot I can show this and here from my account and your screenshot.

Tomas I think it’s clear so many reviews from other players and this case and you still have over 8 stars in this casino. I don’t think this is correct.

Dear armagedwnn,

I fully understand your concerns, but to be able to proceed, both sides need to cooperate with each other.

I would suggest that you contact your bank by email and ask them about the funds recall that the casino's bank has initiated. Before you do so, please double-check the casino's bank details with them to ensure that your bank will be looking for the correct request.

Please let me know when you have obtained this information, and hopefully we will be able to close this complaint to the satisfaction of all parties.

Kind regards,

Tomas

Hello Tomas,

I uploaded everything that liers ask and you can see it. They casino never reply to me.

I contact again with my bank and they can’t find anything, also told me that this screenshot don’t approve anything and maybe it’s fake.

Really I m very tired from this story and from 17 reviews in your platform 15 have 1 star. I’m sure they are lying to me, but your site still have 8.2 stars at this casino.

I show here that I contact with my bank and they told me only their bank can find the money, Cazinoser never reply to this.

50 days after and I had a hope because of your site maybe I will take my money or you will ban them.

And because 7 days after the casino never replied you showed here and asked for me to do what? This I already did?

I don’t see anything from their side that they have transfer the money.

Dear armagedwnn,

I fully understand your frustration and I also know that your withdrawal takes much longer than expected, but if we should move forward with this case, I need you to try the specific steps I have advised you in the previous reply. Also, this is what the casino suggests as well, so we need to try all the options, otherwise, I won't be able to investigate further.

I believe that it will lead to a satisfactory end when the payment finally hits your bank account.

Thank you for your cooperation.

Kind regards,

Tomas

Dear Tomas,

my bank send me message and told me that need from your bank need to start a convertation between the banks.

This casino say lies to me, I contact again with my bank and send to the exactly this that casinozer says, and told me don’t work like this and I said here.

I ask to have a deeper look at this and also se d message to have an answer with email.

But this method take too long 2 weeks. But already know the answer they say lies to me and you try to save them. 50 days after and I did everything and uploaded here. I don’t see any move from casinozer here or anything to ask from your side.

Just look the people what says for this casino, also all other casinos from this company is too bad.

Dear armagedwnn,

I completely understand your situation. But as I already mentioned, we need to try all the options and just then I can investigate further and confront the casino with the information you have gained. I'm trying to help you the best way I can. Also, I'm in touch with the casino's representatives and they already provided me with evidence that the payment has been sent. I will now ask the casino if there is any progress.

Dear Casinozer, could you please update us with the information about the payment? Is there any other way how could your bank initiate communication with the player's bank?

Thank you both for your cooperation, I appreciate it.

Kind regards,

Tomas

Dear armagedwnn, 

Once again we have reached out to our bank which provided us with a proof of funds recall. 

We kindly ask you to provide the document we sent you by email to your bank. This document is proof of funds recall, showing all the relevant details in order to find the request made by our bank. 

We do apologise if your bank was not able to locate the funds nor the funds recall, however, we do need proofs from your side of what the bank is stating. 

We have provided different proofs to prove we have sent the funds and that we have contacted our bank multiple times in order to locate the funds.

Once again we kindly ask you to provide screenshots of your bank’s reply, in order to have a clearer vision about the matter. 

Thanks in advance for the cooperation. 

We hope to have informed you sufficiently and we look forward to receiving your feedback.

Kind regards,

Casinozer Support Team.

as I already said I contact with my bank multiply times. The document you said send it to me today.

I forward this to my bank and I can only wait from my side I can’t push my bank for this. They already told me your bank need to contact with them. Maybe I will receive an answer soon and I will update here.

Dear all,

Your cooperation is much appreciated. I believe that we're on the right track now.

Please continue to keep us updated on any developments.

Best wishes,

Tomas

Hello until now I didn’t receive something from my bank. I have sent to them all the data.

But as said I can’t do something more from my side, if casinozer have any update will be appreciated.

Hello armagedwnn,

Could you please inform us if you have any updates regarding the reply from your bank?

Thank you.

Kind regards,

Tomas

Dear Tomas still wait a response from my bank with email, as i said this method take a long but i hope this week to have a reply.

From casinozer side i think no interest at all, they are the only one that can push this and after 70 days they don't care about the matter.

The methods from Altacore N.V. are very bad in all of their casinos also for an account closure, really i don't know if they are telling me the truth.

But i hope to proof this with written answer from my bank.

Hello armagedwnn,

I hope you are doing well. May I please ask if you have any updates regarding the reply from your bank?

Thank you.

Best regards,

Tomas

Dear Tomas,

To be more clear i make a complaint with their platform to my bank and wait for a write response via email.

At this time 2 complaints are open to my bank i have responses via sms that they try to solve it but i didn't receive any email yet.

In any case i will update here if i have any news.

P.S.: As i already explain i contact and via telephone with my bank and they told me the way to solve that is the bank of the casinozer to contact with my bank. This is not the right way to send me here the casinozer a excel file and from my side to forward this to my bank. I hope this goes well at the end but i will avoid forever ALTACORE N.V. they don't even try to solve it until come here and now they don't care at all.

Thank you.

Thank you, armagedwnn, for providing us with the information.

I completely understand that this may take a little bit longer, so I will now extend the timer for an additional 14 days. Please continue to keep us updated on any developments.

Best wishes,

Tomas

Dear armagedwnn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Tomas,

my bank respond, and they said for safety reasons they return the money to casinozer bank.

Please see attachment they reply at greek.

@casinozer please now we can arrange an another method for withdraw?

Dear Casinozer,

Could you please confirm if you have received the funds back from the player's bank? If this is correct, is there any other payment method for the player he could use to have his funds successfully withdrawn?

Thank you both for your cooperation.

Kind regards,

Tomas

Dear Thomas, Dear Armagedwnn,

We would like to thank you for providing us with this document from your bank. 

We have forwarded it to our bank, which unfortunately cannot accept it, because the owner of the IBAN is hidden in the screenshot. Could you provide us with another screenshot where we can clearly see the name of the IBAN owner? 

We can also see from the screenshot provided that the e-mail from the bank is addressed to a woman. This shows that it is not the IBAN provided for your withdrawal request. 

Thank you for your time and cooperation. 

Have a nice day, 

Casinozer support team

Dear casinozer,

You can find attached again the mail without to hide my name.

As you can see my name is written in Greek language, i understand that the Greek language is hard and the word (κύριε = sir). I hope now you can see my name to be more clear.

In any case my bank says that the money returned at you, you can also search for that with your bank i think is the best way. You don't need my email to find if the money returned to you.

Dear Casinozer,

Is the re-uploaded document from the player acceptable to you?

Kind regards,

Tomas

Dear Thomas, Dear Armagedwnn,

Once again, we would like to thank you for providing us with this document from your bank. 

Your document seems valid, so we will forward it to our financial department, and check further with the bank. 

We will give you an answer within a week, or sooner if possible in case our bank manages to trace the funds.

Thank you for your time and, once again, your cooperation. 

Have a good day, 

The Casinozer support team

Thank you both for your cooperation.

Dear Casinozer,

I will now extend the timer for an additional 7 days, please continue to keep us updated on any developments.

Kind regards,

Tomas

Can I have an update why you delay so much?

Also until now you never explain why your bank need my email to check for the funds.

@Tomas can you please explain me why this casino have 8.2 stars from your site and the reviews 19/21 are 1 & 2 stars?

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 Thomas, Dear Armagedwnn,

We have contacted our bank regarding the file provided in your last reply.

Our bank is still investigating this payment to locate the funds and resolve the issue.

We will provide you with a response once our bank has successfully located the funds.

Thank you for your time and, once again, for your cooperation.

Have a nice day,

Casinozer Support Team

113 Days and still counting (In a casino than i deposit over 1000 euros and ask a withdraw of 350 euros).

Dear Casinozer,

Do you have any updates from your bank regarding the localization of the payment?

Thank you.

Kind regards,

Tomas

Dear Tomas,

as i can see you renew the time more 7 days. But the casino don't even reply.

We have 100 messages here and until now i don't know the name of casino's bank.

My bank says that they return the money, can we have a formal reply as i did from casino side.

Otherwise that will be fair that casino to take a negative review from your side as the players did in almost all the comments.

Thank you.

Hello,

We are coming back to you following your previous withdrawal of 350€. 

Unfortunately we have not yet received any feedback from our bank on this matter. As a commercial gesture, we have decided to return the transfer of 350,00- euros to you.

Our financial department will contact you by email in the next few days so that you can provide us with the sending details. 

Thank you for your time and, once again, for your cooperation.

Have a nice day,

Casinozer Support Team

Dear Casinozer,

That is really nice to hear!

I would now like to ask armagedwnn, could you please confirm once you provide the casino with the transfer details?

Thank you both.

Kind regards,

Tomas

Dear Tomas & casinozer,

they already contact with me, i send them a USDT wallet with TRC20 i hope this is ok otherwise i can give them an another wallet.

I'm really happy for this and i hope to this solved.

In any case i will upload here everything.

Thank you, armagedwnn, for providing the information.

Could you please update us once you have received the payment?

Kind regards,

Tomas

Dear Tomas,

Of course i will update everything, with details.

At the end if all the problems was by bank side i will try to save ANY damage i did with my comments to casinozer.

Thanks a lot for your help until now.

Dear Tomas,

really i don't know what else to do with this casino.

First now is 1 week after their call to return the money. Second they ask me to prove the name in a crypto account (you know the more times that's not possible) But without delay i send them a video that proves my name.

And now after all of these they ask me to deposit the minimum deposit 60 euros more to take my money. That's ridiculous.

Please find attached everything of our conversation

Please check how much is the minimum deposit. And if that was necessary why they told me to prove that the account is mine. They just find a way to don't send the money.

Hello everyone,

as you understand this is not a solution after 120 days to deposit more and exactly 60 euros.

Otherwise i have an N26 account (Germany IBAN) can withdraw there BUT WITHOUT ANOTHER DEPOSIT.

As i can see this is unlocked in site.

Ok that works, please see attached i tried to withdraw like this and it's unlocked.

I will forward everything to prove my N26 account to casinozer finance account.

There is no excuse about this.

This case can be finally set as solved i received the money in my crypto wallet.

Please keep in mind if anyone have so much time to read everything, i ask to close permanent my account 1 minute after withdraw.

the conclusion it's yours.

Dear armagedwnn,

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.

I also want to thank Casinozer, for the gesture of goodwill and for the cooperation.

Best regards,

Tomas