The player from North Rhine-Westphalia has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. We closed the complaint because the player lost interest in our help.
Cetusgames Casino - Player claims that payment has been delayed.
Amount: €2,145
Cetusgames Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.4
Cetusgames Casino has a Safety Index of 6.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have deposited money at this casino several times via jeton. I just lost the first few times. But then I played my way up to a total of €2,145 that I wanted to cash out. My account was verified, ID card and chip accepted immediately, but no one even tried to verify the address. To this day it has not been viewed. I emailed a bank statement multiple times and never got a response. After I was emailed that my withdrawal would be processed the following day, I never heard back from the casino. Then yesterday my payment was canceled without giving a reason. Now even the withdraw button in the account has been removed, so I can't make a new payment. The provider seems to act unfairly as no emails are answered. I can't report in the chat because I'm blocked for it.
Automatic translation:
Public
Public
2 years ago
Hello,
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
