The player from Austria requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the issue was resolved.
EnergieKasino Casino - Player claims that payment has been delayed.
Amount: €60
EnergieKasino Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I signed up to casino and was able to deposit with cryptocurrency which they list.
I only have bank transfer as withdrawal option.
When i try to withdraw to my online bank it was rejected and i was told to withdraw to austrian bank or same method i used to deposit. I explain my austrian bank bans gambling transactiosn which is why i do not use it and cryptocurrency was not showing. I was told this was an error and would be fixed by the tech team. It has not been fixed and the chat agents seem to just be saying anything.
I need assitance.
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1 year ago
Dear eliasfink,
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
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1 year ago
Dear eliasfink,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
