The player from Malta had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. After a prolonged delay and lack of communication from the casino, the player was informed that a technical issue had caused the withdrawal to get stuck. The casino then cancelled the original withdrawal, allowing the player to request a new one, which was processed within a few hours. The issue had been successfully resolved.
FansBet Casino - Player claims that payment has been delayed.
Amount: €371
FansBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
I have requested a withdrawal in the early morning of 08/11/2023. Usually the casino will payout within a few hours, and their terms and conditions give a 48hours timeframe for withdrawals. It has been over 96hours since I requested the withdrawal and nothing is happening, I tried to ask support but they can't help, they just keep saying my withdrawal will be processed in due time. I have also asked if I needed to submit further documents (my account is already verified) but nothing is needed at this stage. I also have 272 euro on my account for a total well over 600€.
I am attaching some screenshots regarding transactions and bets made.
Could you please do something about it?
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11 months ago
Dear vb1992,
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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11 months ago
Hello, sorry for not updating the case. After days of delays and 0 answers from the casino I was informed that due to a tech issue my withdrawal got stuck, so they cancelled it for me and allowed me to request a new one. The new withdrawal was paid within few hours
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11 months ago
Dear vb1992,
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
