FatFruit Casino - Player's withdrawal is delayed.

Hallo,

ich habe 1000€ 2 x versucht auszahlen zu lassen. Nach 2-3 Tagen hatte ich die 1000€ wieder als Guthaben drauf.

Anscheinend nimmt meine Bank die Zahlung nicht an.

Das Casino arbeitet im einem externen Zahlungsabwickler „angeblich".

Ich bin bei der C 24 Bank…

ich versuche schon über 10 Tage mein Geld auszahlen zu lassen, und ich habe schon viele Kommentare gesellen, dass dieses Casino einfach kein Geld auszahlt.

Hat einer Erfahrungen oder eine Lösung?

LG

Dear Mark_sch156,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ich wurde per Mail gestern aufgefordert die Bank Informationen zu senden, sodass sie eine manuelle Auszahlung in die Wege leiten.

Mein Konto wurde verifiziert, meine Auszahlungen wurden auch 2 x akzeptiert.

Leider wurde mir jetzt erneut mitgeteilt, dass eine Auszahlung bei der C24 Bank nicht möglich ist.

Ich verstehe nicht wie es sein kann, dass eine Bank eine Überweisung nicht annimmt.

das ist relativ merkwürdig.

Thank you very much, Mark_sch156, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Mark_sch156, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite FatFruit Casino representative to join this conversation. 

Dear FatFruit Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi @Mark_sch156

We have looked into this thoroughly for you, and can see that your previous withdrawals have been returned back to us by your banking partner. I can see that our support have reached out and you provided your information to manually process the withdrawal.

The manual payout has already been processed with the information you have provided and funds should arrive within the next 3 - 6 business day.

Should anything be unclear please reach out to our support

Thank you for your patience and co-operation. 

Kind regards,

FatFruit Customer Service team

Hallo, ja das habe ich gelesen.

In der Kommutation gab es allerdings Schwierigkeiten.

Ich habe vorab erwähnt, dass die C 24 Bank keine Gelder von ausländischen Casinos annimmt & habe gefragt, ob ich ein Bankkonto meiner Schwester angeben kann die bei einer anderen Bank ist.

Daraufhin kam nur die Antwort mit der manuellen Überweisung, die vermutlich nicht ankommt, aktuell sind 5 Tage schon rum nach der Transaktion ihrerseits.

Deswegen Hier nochmal die Frage ob wir das Geld auf ein anderes Bankkonto- von meiner Schwester auszahlen lassen können?

Liebe Grüße und besten Dank für die Hilfe

Mark

Hi Mark_sch156,

Please note that for the time being we do not have any returns for the withdrawal in question and the withdrawal is still within the time-frame that was stated above.

Furthermore, please note that should a return happen you will be inform via your registered email with us. To answer your last question we are unable to process any payments to 3rd parties bank accounts, thus we would require an account which you are the owner of.

Should anything be unclear please reach out to our support

Thank you for your patience and co-operation. 

Kind regards,

FatFruit Customer Service team

Dear FatFruit Casino,

thank you for your messages.

Dear Mark_sch156, 

regarding your request to transfer your funds to your sister's account, I would like to clarify that such actions are prohibited under anti-money laundering regulations. It is a standard industry practice that players can only deposit and withdraw funds to accounts registered in their own names.

If you are experiencing difficulties, I recommend considering the opening of a new bank account with an institution that accepts payments from foreign casinos. Alternatively, since this casino offers a variety of payment providers, you may explore the option of having your funds sent via a different payment channel. You can find the list of their payment providers on our website https://casino.guru/fatfruit-casino-review.

As you are currently in the process of receiving your funds, I advise waiting a few more days. Depending on the outcome, we can adjust our strategy moving forward.

Please keep us updated on your situation.

Hallo,

das Geld ist immer noch nicht drauf, wurde vermutlich wieder blockiert.

Ich habe nun ein anders Bankkonto eröffnet, gerne können wir hier in den Austausch gehen.

Liebe Grüße

Mark

Hallo,

sehe ich es richtig, dass die 6 Werktage abgelaufen sind?

Wäre es nun möglich über die andere Bank zu versuchen?

lG

mark

Dear Mark_sch156, 

thanks for the update.

Could you please check your player's account if the funds were returned there, please? If so, I would suggest contacting the casino support and ask them to add your new bank account to your file.

Please keep me updated about any new development.

Dear Mark_sch156,

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.

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.