Cleopatra Casino - Player’s withdrawal has been delayed.

I made a withdrawal on 23/10/2020 and received from Cleopatra Casino confirmation, informing me that my withdrawal was approved . After few days I went on chat and asked how long before it comes into my bank, they said it should have been in my bank by then. I told them I didn’t receive it, they asked me to upload bank statement for them to see if that was correct. I have done that. They said to contact them following day to see what’s going on. I did that and I was chatting to a different support person asking me to upload my bank statements again. I explained I did that, then I was told that the Manet is looking into it and to contact them the following day ones again. I went on line following day, ones again, and then they told me that technical department is looking into it, and that will take few days. So after few days I contact live chat again, and now I was told that they can’t see any withdrawal I made. I told them every time I get on chat I get a different story. So I said I have Proof if confirmation and live chat transcript that he is wrong to what he said to me. He told me to hold on and came back saying technical department is looking into it and it will take few days and contact them again. I can see they are just playing games with me. I have proof of them sending me confirmation, I have all the live chat transcripts, and I have snapshot of my casino history showing the withdrawal was successful and proceeded on 23/10/2020. I have asked to speak to manager and they are just ignoring my questions. Can you help me.

Dear Victoria,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? Was it your first withdrawal in this casino? You can forward any relevant communication and screenshots to petronela.k@casino.guru.

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 or you’re withdrawing a bigger amount of money. 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 your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Additional comments from the player:

"Thank you for responding to my complaint. I have done all my ID verification with cleopatra Casino. All the documents they have asked me for, I have provided, and I have email confirmation that my ID documents have been excepted. The withdrawal amount was for $300.00 AUD. It’s my first withdrawal. I am not confident with them simply because every time I went on chat I have been told a different story, and them ignoring my request to contact the manager. I will send you all the Communication I have from them in regards to the $300.00 AUD. If there is anything else you need? Please let me know.

Best regards"

Thank you very much, Victoria, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Victoria,

I looked at your complaint and will do my best to help you. I would like to invite Cleopatra Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hello all!

we regret to say that at the moment we are still waiting for further information from the payment department, and as soon as we have an answer, we will let you know. Thank you so much for your understanding!

Dear Casino,

I'll extend timer to 7 days, please keep us updated.

Dear Viliam,

the response from Cleopatra Casino, is again giving a new reason. I wonder what will be next? Response they gave now is waiting from the payment department? Really? Well then why did I receive from payment department on 23th October that my payment is approved. Which answer is correct I wonder?

Dear Victoria,

can you resend the confirmation to my email: viliam.v@casino.guru, please?

Hi Viliam,

Yes I can.

Dear Casino,

you obviously sent to the player a confirmation that her request has been approved. What are we waiting for?

Hi Viliam,

I received email from Cleopatra Casino on Saturday night , they have given me RRN and asked me to contact my bank and ask my bank to track my withdrawal of 300 AUD with the number they have provided me. I contacted my bank and my bank said that RRN doesn’t mean anything for them and advised me to let the casino know, they should be contacting there bank to track the withdrawal that is if they have send it. My bank did confirm with me that I have not received $300.00 AUD from international transactions deposits in my account for month of October 2020.

Dear Victoria,

thank you for keeping me updated. Let's wait for Casino's response.

Dear victoria60!

In relation to the situation described above, we would like to ask you to ask your bank to provide you with the official statement (response) that you have never received any transaction with that particular RRN to your account. As soon as you get this statement, please, send a screenshot of it (or pdf) to live support. With that document we will be able to move further.

Thank you for your patience and understanding!

Additional comment from player:

"I have not received any funds from Cleopatra Casino in my account. Since I made my withdrawal and since your payment department have send me confirmation saying my withdrawal was approved by email on 24 October 2020. I have send you my bank statement from 23rd October to 31th October 2020 because you asked me to send you that information so you could see if I received the payment from you. And you have asked me for my bank statement two different occasions, and I have supplied them to you. Then you send me email saying to contact my bank and ask them to track my withdrawal from the number you gave me which is Reference Retrieval Number. When I contact my bank and advised them what you said in the email. My bank explained to me that, you should be getting your bank to track the payment we’re it has gone, since they are the ones that have send it. Today I called my bank once again. My bank has got no excess not even the record of Reference Retrieval Number to track. I will explain it to you since your bank and the finance department at Cleopatra Casino should know this.

When your customer requests a withdrawal, and it’s approved by the casino. You send your customers banking information to your bank so the customer can get paid. It’s your bank that has to request trace on the payment from the bank they have contact with in Australia, and that bank put the money in my account and they have the Reference Retrieval Number, not customers bank. My bank only received the name who send the funds, the amount that was put in my account, and the date it was done. But you should know all this if you deal with payment, and your bank definitely knows this and also they know they need to trace the payment they did. This is not just my bank, this is all the International transfers that are done for Australia anyway. You have no idea how much time, and emails and phone calls I needed to make for last two and half weeks. Honestly this is absolutely ridiculous. It’s simple, your bank paid it and they need to track, trace this payment. Because they have not send it to me, you have my bank statements to prove it. All I want from you is my winnings of $300 AUD that you have approved but not delivered."

Dear all,

as the player states that she didn't receive her funds, and also as on our side the payment is successful, we had to ask the player to request a full statement from her bank, where we can obviously see that the player really didn't get the money. Please, forward it to the live chat or by email. Thank you in advance.

Additional comment from player:

"Dear Cleopatra Casino representative,

I have already given you my bank statement. On live chat Max asked me to upload my bank statement from 24th October 2020 my expenses and deposits . I have uploaded on chat to Max from support my bank statement.

I have copy of the chat script saved."

Hello, all,

could you please tell where we can forward the proof that the player received her funds?

thanks in advance.

Dear Casino,

please forward it to my email: viliam.v@casino.guru.

Dear Villiam,

we have sent the evidence. Pls, let us know if anything else is needed.

Dear Casino,

you sent me an email without evidence, please attach evidence and send it once again.

Dear Victoria,

I have received confirmation from Casino that they already paid your winnings. If you still didn't receive your money, please try to contact your bank.

Dear Victoria,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Viliam,

My Withdrawal that I made on 23/10/2020 of $300.00 AUD was not received and definitely it’s not in my bank account. I have provided Cleopatra Casino with my bank statement to confirm that I have not received in my bank account the winnings, I have given them not ones but twice my bank statements as they asked me to. My bank did advise me to contact Cleopatra Casino and tell them for there bank to contact my bank for confirmation. I have notified Cleopatra Casino about this. But Cleopatra Casino is just repeating them selfs, with asking me to get my bank to confirm the funds haven’t been received in my account. My bank has advised me that in this situation banks communicate with each other, and there bank is perfectly aware of this procedure.

Dear Victoria,

as I stated before, Casino provides me with confirmation that they paid out winnings to account ending by 4874. Can you confirm if it's your account?

Dear Viliam, I Do not have account ending 4874. I have two accounts one is ending with 6427 and second account ends 3650.

Dear all, the cashout was sent to the same account from which deposits were made. ending with 4874

Dear Casino,

please send me also the evidence which shows that this player deposited funds from account ending by 4874.

Dear Victoria,

Casino provided evidence that you were depositing funds from bank account ending by *4874 and they also paid your winnings to this account. You have also deposited funds from bank account ending by *8698 which you didn't mentioned as your account. (you mentioned only accounts ending by *6427 and *3650). The IP address from your Casino account is the same as IP address from which you are signing in Casino.Guru website.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.