The player from Germany experienced difficulties withdrawing his funds due to limited availability of payment methods. The issue was eventually resolved and the player received his winnings.
DrueckGlueck Casino DE - Player’s struggling to withdraw his winnings.
Amount: €50
DrueckGlueck Casino DE
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
2 years ago
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2 years ago
Translation
A payout was rejected by the bank because WorldPay is illegal. I have submitted all documents from the bank and the casino is playing dead. Official letter from the bank with promotion number has been submitted. No reaction from the casino. This wrongly embezzles my payout
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2 years ago
Dear ikvossi,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you have been informed about any alternative method to withdraw your winnings? Have you withdrawn any winnings from this casino in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
I instructed the payout to the credit card and you made a bank transfer out of it. This is not possible because WorldPay is considered illegal. Even in Schleswig-Holstein
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2 years ago
Thank you very much, ikvossi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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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2 years ago
Translation
I've been fighting for a payout that has been sent back for 2 months now. I have the requested official letter from the bank. I'm blocked from all contact options. I have deposited all the documents by email and in the chat room. The casino plays dead. Before and after that, the payouts have always worked. Also with 4 digit sums. I can't understand the fuss at all about 50 euros, which are 100% back to the payment provider. Contact is definitely not possible. There is a phone number on the internet, but it belongs to a hotel chain!?!?!?
It would be great if I could get help here
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2 years ago
Hi ikvossi,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite DrueckGlueck Casino DE to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Thanks. Would be great after 2 months. It is the Schleswig-Holstein Casino
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Hi ikvossi,
I got some response from the casino rep. I was told that they were looking into the matter and get back to me soon. I will keep you updated.
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2 years ago
Hi ikvossi,
Unfortunately, I still don't have any statement from the casino. Let's just give them two more days and if there's no response, the complaint will become unresolved against the casino.
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2 years ago
Translation
I say yes They don't do anything and play dead. Like little children
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2 years ago
Hi ikvossi,
I just received a response from the casino stating that there is an investigation with the bank and it may take up to two weeks for them to report back. I'm afraid we will have to wait for a reply from the bank. I will set the timer to 14 days and will get back to you as soon as there's news.
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2 years ago
Translation
OK. The bank regards Worldpay as illegal and refuses to pay. The problem is that there is a different gambling law in Schleswig-Holstein. To understand that overwhelms the intellect of the bank
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2 years ago
Hi ikvossi,
I received a message stating that your funds were transferred to your credit card. Can you confirm this?
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2 years ago
I see, let's give it a few more days. I will set the timer to 3 days. Hopefully, the money will arrive by then.
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2 years ago
Translation
Unbelievable, but after almost 3 months the money arrived today. Many thanks for your help
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2 years ago
Hi ikvossi,
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
