HomeComplaintsEgoCasino - Player’s withdrawals have been pending.

EgoCasino - Player’s withdrawals have been pending.

Amount: €220

EgoCasino
Safety Index:Low
Submitted: 21 Mar 2020 | Resolved : 30 Mar 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 years ago

The player from Austria has requested three withdrawals 2 weeks ago. Two of them have been pending since without explanation. The issue was successfully resolved, the player received his withdrawals.

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4 years ago
Translation

I requested a total of three payments on March 10, 2020. Two each over € 200 and one over € 20. A payment of over € 200 was transferred, the other two still appear to be pending. In Live Chat they only tell me to wait, but they don't tell me why.

Automatic translation:
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4 years ago

Dear Wolfgang, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you advise why you have requested 3 different payouts? I can see from your answers, that you have accumulated some of those winnings with a bonus play, could you forward me a link of the specific promotion, please? Finally, could you confirm that you have received funds from your first withdrawal? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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4 years ago
Translation

Hello Petronela,

three payments because each payment request is limited to € 200 and cannot be changed.

Link to bonus: https://1.egocasino2.com/en/bonuses

Although I requested all three withdrawals at the same time, only one over € 200 was transferred to me.

So yes, I received the first payout money.

LG

wolfgang

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Automatic translation:
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4 years ago

Thank you very much Wolfgang for providing all the necessary information. I will transfer now your complaint to my colleague Peter 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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4 years ago

Hi Wolfgang, has there been any news regarding your withdrawals? Let me ask you a question. Have you successfully passed the verification process (KYC) in the casino?

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4 years ago
Translation

Hello Peter,

No, there is nothing new. I'm still waiting for my money.

And yes, the verification process has been passed and I also received an email about it.

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Automatic translation:
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4 years ago

Thank you Wolfgang. It's been over two weeks. I will contact the casino and see what can be done.

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4 years ago
Translation

Hello Peter,

I don't know if it is a coincidence or your intervention helped so quickly. But today the remaining € 220 was transferred to me at 11:58 a.m. I have now received all outstanding payouts after 17 days.

Many thanks for your help

wolfgang

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4 years ago

Hi Wolfgang,

I'm glad to hear you received all your withdrawals. Thanks for cooperation and 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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