Chipz Casino - Player's withdrawal is delayed.

I made a withdrawal from the casino (€150) on December 13, 2024, but the money hasn't reached my account. Brite is the payment provider. I've contacted customer service via chat. The first two times, I was advised to wait. Today, on the third try, the matter was looked into more closely, and the casino said they contacted Brite. The withdrawal appears as approved on Chipz. I didn’t receive the usual confirmation message for withdrawal approval. Also, my account on the casino shows withdrawals as €0 for that day. My bank is a major bank, and withdrawals usually come through almost immediately, even on weekends. I'm not sure if the issue is with the casino or with Brite.

I will wait for the situation to develop.

Dear Miia,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My withdrawal arrived in my bank account. This time the fault was most obviously with the payment provider Brite and not Chipz. Although disruptions at Brite are very rare.

Chipz casino did a great job in resolving the issue.

The case can be closed.

Dear Miia,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru