Cobra Casino - Pelaajan kotiuttaminen viivästyy.

Hello everyone,

so i'm really raising this complaint desperately in the hope to reach a resolution to my problem. So my account is fully verified and i self excluded myself permanently after reaching an amount of 1651,6 Euro. I got in touch with the customer support and they assured me that my case was transferred to the management and shouldn't exceed 3 working days which means before the 12th of January. But now i got three versions that contradict all the versions i got from the employees there. So like the first one was within 3 working days but than i got a version saying that today the 11th i'll get 1000 euro, tomorrow on the 12th i'll get 500 euro and the rest will be withdrawn on friday the 13th. But now i still got a version saying that no decision were made and i should except a delay which's totally unjustified. So i really want to raise the complaint here to get the amount withdrawn and settle things and put an end once for all. I really want to thank you in advance for your time and support.

Best regards,

rad234

Hello rad234,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cobra Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account excluded? Was your balance full real money or you had any bonus active? When was the last time you spoke to the casino and what was it about?

Please understand that a payout make take up to 14 days therefore I can only recommend to wait for now.

Looking forward to your answer.

Regards,

Nick

Good Morning Nick,

First of all i would like to thank you for your quickest reply.

So my account is self excluded since the 7th of January. No i had no bonus active at the time and all the balance was real money in total of 1651,6 Euro. Today i spoke with the casino they are simply confused and contradict the mentioned versions of previous colleagues. Like i got a version of getting the payment complete at once but than three payments in row respectively 1000€, 500€ and 151,6€ but now they told me that the management is treating my case which was the version since Saturday the 7th of January. All of this was in vain. Now we're on the 4th working day and according the terms and conditions that shouldn't exceed 1 till 3 business days. I got the feeling that since i self excluded myself with positive balance they don't have the intention to pay me.

So that's why i'll be relying on your help to solve this matter amicably and would like to thank you in advance for your time and support.

Best regards,

rad234

Hello rad234,

I would definitely recommend to wait only in this case. As long as they are still within a the recommended time frame, there is not much we can do. Please let us know once it would take longer or if there will be any update regarding the case.

Good morning Nick,

i got the information that the withdrawal got executed today on 17th of January and should be in my account within 5 working days. I'll confirm the receipt once done or inform you in case of any issue.

Best regards,

rad234

Good Morning Nick,

i just got the payment and was after a long delay but you could now close the complaint since there’s nothing more to fight for.

Thank you so much for your support which is much more appreciated.

Best regards,

rad234

Thank you rad234 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick