The player from Denmark had been attempting to withdraw 420 EUR from Trickz for three weeks, but each attempt had failed, requiring her to contact support for the funds to be returned to her gaming account. Despite following their requests and using the same IBAN from her deposit account, the problem had persisted, leading to frustration. The Complaints Team had been unable to proceed with the investigation due to a lack of response from her, resulting in the closure of the complaint for the moment. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Trickz Casino - Player’s withdrawal has been delayed repeatedly.
Closed
Our verdict
Player stopped responding
Amount: €420
Trickz Casino
Safety Index:Very highCase summary
Discussion
Public
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3 months ago
Translation
I have been trying to withdraw 420 EUR from trickz since November 3rd.
Every single time the payment has not gone through and I have to reach out to them myself to get the money back into my gaming account.
Then they ask me to try again over and over again, each time the same thing happens. They never get into my account.
Now they ask me to try with a different IBAN number, but the IBAN I use is the same from the same account that I deposited money with. I don't know what to do, it's the same thing and I start over every time and have to send in all sorts of information to be in the same place again and start over. What should I do?
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Trickz Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Was the suggestion to use a different IBAN made by a live agent when you contacted live chat support?
- Were any alternatives suggested to you, such as the use of a different payment method altogether?
- Did you achieve your current balance with the help of a bonus?
- When was the last time you attempted to request a payout?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Dear Linegrb02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
