HomeComplaintsEnzo Casino - Player’s withdrawal has been delayed.

Enzo Casino - Player’s withdrawal has been delayed.

Amount: €160

Enzo Casino
Safety Index:Very low
Submitted: 05 Oct 2023 | Case closed : 19 Oct 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Italy had experienced difficulties with his approved winnings that had not been received within the promised time frame of 5 business days. Additionally, the online casino site appeared to be unavailable and his emails to customer service were returned as undeliverable. Despite our attempts to understand and resolve the situation, we did not receive any response from the player. Therefore, we were unable to further investigate and had to reject the complaint.

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1 year ago
Translation

My winnings were correctly approved on 16/09/23, with a confirmation email sent to me.

Email.

5 days later, I contact support. They tell me and write me an email stating that I will receive the winnings within another 5 business days.


More than 2 weeks have passed.

The payment hasn't arrived,

the site is no longer available online,

and emails to customer care and support are bounced back. Essentially, it appears completely closed.


What should I do in these cases?


Automatic translation:
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1 year ago

Dear AleSbt, 

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I have checked the casino website. It seems that it is now undergoing maintenance. When did you notice for the first time that the website was not working?

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, 

Veronika

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1 year ago

Dear AleSbt,

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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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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