The player from Germany faced issues while attempting to withdraw his winnings from the casino. The casino had repeatedly declined his payout due to an alleged outstanding spin on 'Esqueleto Explosivo', which the player had denied. The player's verification issues were resolved, but the payout problems persisted. After the Complaints Team had intervened and communicated with the casino, the casino stated that the withdrawal had been approved and the funds would be credited shortly. The player had confirmed that he received his winnings, and the complaint had been marked as 'resolved'.
Drip Casino - Player's withdrawal is delayed due to claimed outstanding spin.
Amount: €190
Drip Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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7 months ago
Translation
Hey,
I was unsure beforehand whether I should give a new provider a chance, as I mainly play on N1 sites and Dama sites. My fear has become reality.
After I successfully turned over my bonus and wanted to cash out, there were initially many problems with the verification. But that was eventually resolved. Next, my payout was repeatedly declined because supposedly, I had an outstanding spin on "Esqueleto Explosivo". I checked into this and couldn't find any such spin. Ever since then, this ongoing spin has repeatedly been used as an excuse. Each time, the payout is cancelled because of it.
I have cleared my cache, restarted my PC several times, changed the browser, logged out, logged in.. I've tried everything. There is no ongoing spin. I feel like I'm being taken for a fool.
Automatic translation:
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7 months ago
Dear MrPuffmuffin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How many days ago were you informed that the bet wasn't finished? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
I deposited on 09/19/23 at 12:54 am. At 5:15 a.m. I wagered the entire bonus. 200 euros were payable at that time. Since then I have been trying to pay out again and again. Apparently the problem is being taken care of, but I haven't received an email yet.
I sent one of the chats to the specified email. Unfortunately I couldn't save all the courses. This was one of the last via chat.
Automatic translation:
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7 months ago
Thank you very much, MrPuffmuffin, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hi MrPuffmuffin,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Drip Casino to join the conversation and contribute to the resolution of this complaint.
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7 months ago
Hi MrPuffmuffin! According to your profile information, youw withdrawal request has been approved by us. The funds will be credited to your bank account shortly. Your previous applications have been rejected since your e-wallet hadn't been verified.
If you have any other questions, you are more than welcome to ask!
Best regards,
Drip casino.
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7 months ago
Thank you Drip Casino for clarification.
Dear MrPuffmuffin,
Can we consider the issue to be resolved?
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6 months ago
Dear MrPuffmuffin,
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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6 months ago
Translation
Yes, the money was finally paid out and the strange error was fixed.
However, the rejections had nothing to do with verification. These referred to the ongoing spin, which did not exist.
Automatic translation:
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6 months ago
Thank you MrPuffmuffin for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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