The player from Germany has been experiencing difficulties receiving his winnings for more than two weeks. After contacting Casino they processed withdrawal request and player received his winnings.
Explosino Casino - Player’s withdrawal has been delayed.
Amount: €1,850
Explosino Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello,
I have had an open payment for 2 weeks now and I do not receive any information from the live chat when my payment will be made.
I can show any necessary evidence if necessary.
Many Thanks
***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Vincent Pablo,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have completed account verification successfully in the past? Have you received any funds previously or this were your first withdrawal request?
Do I understand it correctly that the payment is still pending inside your account without being processed?
I realize that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello,
I fully verified my account over a month ago and this was also confirmed by the casino.
I have already received a payment of 40 €, but this also took about 4 weeks.
And yes, you understand correctly that the payout has been open in the account for 2 weeks and is not being processed.
Many thanks for your help
***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Thank you very much, Vincent Pablo, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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3 years ago
Hello Vincent Pablo,
I looked at your complaint and will do my best to help you. I would like to invite Explosino Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?
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3 years ago
Translation
Hello,
The problem is that my withdrawal has been open for over 2 weeks and the casino is not processing it any further.
Many Thanks
Hagen
Edited
Automatic translation:
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3 years ago
Dear Vincent Pablo,
The finance department has processed your withdrawal request.
Best Regards
Explosino.
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3 years ago
Translation
Hello,
I have received the payment and have already made the next withdrawal request.
Hagen
Edited
Automatic translation:
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3 years ago
Dear Vincent,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
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3 years ago
We are reopening this complaint per player's request.
Vincent let me know when you'll receive all of your winnings so I can close this complaint.
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3 years ago
Dear Vincent Pablo,
Your next withdrawal request has been processed today.
Best Regards
Explosino.
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3 years ago
Translation
Hello,
I have already submitted a new withdrawal request.
Thank you
Automatic translation:
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3 years ago
Vincent Pablo,
We processed your withdrawal request today. Thanks for waiting.
Best Regards
Explosino.
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3 years ago
Translation
Hello,
I have requested the last payout.
Thank you
Automatic translation:
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3 years ago
Translation
Hello,
No this is still open. As soon as I receive this I will let you know.
Thank you
Automatic translation:
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3 years ago
Dear Vincent Pablo,
The withdrawal requests have been processed in full. Please check your ecopayz wallet.
Best Regards,
Explosino.
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3 years ago
Translation
Hello,
You can close the case. I received my money.
Many thanks for your help.
Kind regards
Hagen
Automatic translation:
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3 years ago
Dear Vincent Pablo,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
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