The player from Hesse requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Cobra Casino - Player claims that payment has been delayed.
Amount: €900
Cobra Casino
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
11 months ago
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12 months ago
Translation
Cobra Casino refuses to pay out.I have sent all documents for verification.ID card front and back, proof of address from the city's registration office and bank statement.The bank statement is not accepted because the deposit does not have the date on it.The deposit was made on 30.04 .2023 and was a Sunday and the bank does not have the payments from the weekend on the statement. This is not stated from 28.04-02-05 2023. I marked the deposit on the bank statement and it is still not recognized. You won something and then you have so many problems with these casinos that it just sucks.
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12 months ago
Dear premium1956,
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
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12 months ago
Translation
I will not get any payout so all the documents I have sent up to now and today were sent to me a short time later by email with a document not approved. I had written again with the live chat I should get this deposit again from the bank via PDF had it confirmed and I also received it and sent it to Cobra Casino and it was also rejected by email with a document that was not approved.
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11 months ago
Thank you very much for your reply, premium1956. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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11 months ago
Translation
I phoned the bank again. The bookings were made on a weekend and they are not included in the April account statements, they are said to only be visible on the account statements at the end of May. But I don't get an extract from this in advance either transfer.mfg
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11 months ago
Translation
If I have understood it correctly, the transfer has been approved on the bank statement, but you should still take a selfi with your ID card in your hand and the fingers holding the ID card and possibly your elbow should be visible in the picture. I have everything I did it too and the payout I requested afterwards was still rejected.
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11 months ago
Do I understand correctly that you provided all the required documents, but your withdrawal request was rejected anyway?
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11 months ago
Translation
Yes, that was the case Cobra Casino had rejected the payout again. I then tried several withdrawal requests and now Cobra Casino has paid out the payments of 500 euros once and 400 euros again. I will never play Cobra Casino again, or rather I won't play online at all Casino more. There are no casinos at all that make payouts possible after ID card, address confirmation, proof of payment. There are always some requests that you have to submit later. No thank you!!!!
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11 months ago
Dear premium1956,
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. We are here to help.
Best regards,
Kristina
Casino.Guru
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