The player from Germany had a €462.60 withdrawal approved on June 18th, but the funds did not arrive despite contacting support multiple times. The casino claimed the money was sent and advised contacting the bank, but the issue remained unresolved. We advised the player to wait for 14 days and extended the timer by 7 days. The player later confirmed that the casino had paid out the winnings, and the complaint was marked as resolved.
EUSpielothek Casino - Player’s withdrawal has been delayed.
Amount: €462
EUSpielothek Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
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5 months ago
Translation
Hello, on June 18th, my withdrawal of €462.60 was approved.
It was, of course, to be paid out to the account originally used for the deposit via bank transfer.
After three days had passed and the money still hadn't arrived, I contacted support via chat and email. However, I always received the same response and no solution.
"The money left us on June 18th and should have been credited by June 21st. Please contact your bank."
And that's the end of the conversation. When I respond, a new ticket is created and I receive a similar response by the end of the day.
To this day, the withdrawal is still missing from my account.
Automatic translation:
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5 months ago
Dear zjx798dfy5,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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5 months ago
Dear zjx798dfy5,
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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5 months ago
Translation
The casino has now paid out. Thank you for your efforts.
Automatic translation:
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5 months ago
Dear zjx798dfy5,
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,
Veronika
Casino.Guru
