The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player faced issues with document acceptance, which hindered the verification process. Despite our efforts to assist and extend the communication timeframe, the player did not respond to our inquiries. As a result, the complaint was unable to be investigated further and was rejected.
Run4Win Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €150
Run4Win Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
I have submitted a withdrawal request to Run4Win and submitted all the proofs they requested in full and on time. This includes, among other things, confirmation of my identity, bank statements and screenshots that clearly show that the credit card used is actually in my name.
I would like to emphasize that the credit card I use is a virtual card from Trade Republic. This card does not issue classic PDF confirmations, as is usual with physical credit cards. Nevertheless, I have done everything possible to verify my payment source and even made an affidavit confirming that I am the rightful owner of the credit card and that I am entitled to the withdrawal amount of €150.
Despite this comprehensive and clear evidence, Run4Win continues to refuse to process the withdrawal. Instead of completing the process properly, the process is repeatedly delayed and I am not given any clear or understandable reasons for the withdrawal being refused.
I have taken all necessary steps to substantiate my claims and see no legal or factual basis for not paying out my money. The amount at issue is €150 and I expect Run4Win to meet this legitimate claim immediately. Should there be further delays or unfounded rejections, I reserve the right to take further steps.
Automatic translation:
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1 year ago
Dear Andrew91,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 year ago
TranslationThey refuse to accept my documents, I even made an affidavit, but they refuse. I pointed out to Trade Republic that no data is provided here. I had to confirm the deposit via the app. It doesn't matter, the casino refuses to pay out my money.
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1 year ago
Dear Andrew91,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
