The player from Germany had been waiting for his withdrawal to be processed for a few days before submitting the complaint. The casino informed us the payment was delayed due to an unidentified technical issues. The player's withdrawal was succesfully processed three weeks later. The complaint was closed as 'Resolved' after the player confirmed he had received it.
Cobra Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €100
Cobra Casino
Safety Index:Very highSafety Index
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9.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello. I made a withdrawal at Cobra casino via mifinity 3 days ago (the chat immediately confirmed that it was sent and will be on my mifinity account in about an hour). So far the money has still not reached me. The chat has put me off for the last 2 days, I should wait and said the bank hadn't processed my payment yet. What irritates me is that they say that the bank has not yet processed it, although I actually chose a mifinity payout and not a bank transfer
Automatic translation:
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3 years ago
Dear Yasin,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I'm verified and the chat also confirmed that the payout was approved, usually with mifinity that arrives within minutes. But nothing happens and the chat only puts me off
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3 years ago
I fully understand your frustration, Yasin. I will set the timer for additional 7 days and if there’s no development by Tuesday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Hello Yasin,
Have there been any developments since our last conversation?
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3 years ago
Translation
No, unfortunately not. The casino always says I should wait and almost every conversation tells me something else that is wrong with my payout
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3 years ago
Thank you very much, Yasin, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Dear Yasin,
I’m sorry to hear that your withdrawal has been delayed. I’ll contact the casino and try my best to resolve the issue as soon as possible.
I would like to invite Cobra Casino to join this conversation.
Dear Cobra Casino team,
Can you please state the reason why the payment has not yet reached Yasin’s MiFinity account?
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3 years ago
Hello,
Thank you for reaching out. We reviewed the case and indeed the withdrawal has suffered a delay due to an yet unidentified technical issue.
Right now we do not have an explanation why it is occurring - our finance and technical teams are on the case. Apologies for the inconvenience caused but stay assured - your withdrawal will be processed as soon as we find what the issue with Mifinity is.
Kind regards,
Cobra Casino
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3 years ago
Thank you, Cobra Casino, for informing us. I’m setting the timer for 7 days. We’ll wait for further updates from you.
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3 years ago
Translation
Hello, in my opinion 22 days (as of now) are more than enough to solve this problem. We are now living in the year 2021 and have top technology. If a deposit at Dama Nv doesn't work for me, I'll still have it the next day. But when it comes to payouts, nobody cares anymore. You know I have not received the money and can safely send it again. And you can take care of the money that was supposedly sent out afterwards. Then the case would at least be closed. I have absolutely no understanding for this long time when nothing happens. Even I can reach the payment provider after 3 days at the latest and I'm not even such an important big customer as a casino.
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3 years ago
Hello,
As we described in the previous email, the withdrawal was not processed on time due to a technical issue. The issue was now resolved and the withdrawal was processed successfully from our end earlier today.
Yasin, could you please check and confirm that the withdrawal was received from your end?
Kind Regards,
Cobra Casino
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3 years ago
Thank you, Cobra Casino, for the update.
And thank you, Yasin, for your patience and for using the Casino Guru complaint resolution center. I’m sorry that it took longer than usual but I’m glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. 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.
Best regards,
Andrej, Casino.guru
