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I deposited with trustly on 13.06 and at the same time a few days later I received a message that I should put the data on the visa card, I can't withdraw anything other than that. cancel repatriation. It is now 23.06

Talletin trustlyllä 13.06 ja kotiutin samalla muutaman päivän päästä tuli viesti että pitäisi laittaa tiedot visa-kortista , ei voi kotiuttaa muuta kuin sillä .Laitoin tiedot ja sen jälkeen ei ole kuulunut mitää ja tieot piti laittaa sähköpostiin kun ei ollut muuta linkkiä mihin laittaa eikä mahdollisuuta edes peruuttaa kotiutusta . Nyt on 23.06

Dear Asko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that you’re experiencing difficulties withdrawing your winnings? You have deposited funds with your Trustly account but to withdraw you need to submit VISA card details, is that correct? Please understand, that 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.

Please try to contact the casino and find a payment method that would be suitable for both of you. If you have been advised to use VISA payment method to withdraw your winnings, please follow the instructions and provide all the necessary information as soon as possible. Meanwhile, keep me updated and if there’s no development, we will intervene. Looking forward to hearing from you.

Best regards,

Petronela

The option for withdrawal was Trustly or visa. I chose Visa because I had deposited with it but a few days later a message came from the casino that I could only cash it out with Visa and I confirmed it again from the chat. I put smama-like documents on my visa card that had gone to another casino, but the money is waiting at the casino

Kotiutuksessa oli vaihtoehtona Trustly tai visa . Valitsin visan koska olin tallettanutkin sillä mutta muutama päivä myöhemmen casinolta tuli ilmoitus että voi vain visalla kotiuttaa ja varmistin se viellä shatilta . Laitoin smamanlaiset dokumentit visakortisa mikä oli käynyt toiselle casinolle ,mutta rahat vaan on casinolla odottavissa

Dear Asko,

We have received your withdrawal request.

Tällain viesti tuli 15.06 ja nyt uudestaan 24.06

Please note for the time being Trustly is not a viable withdrawal method and as such we would like to process your withdrawal via an alternative method.

We would like to proceed with your withdrawal via an alternative method, therefore, you are kindly being requested to register a VISA card as a withdrawal method. We will also require 

colour photocopies front and back of the card. We only need to see your name, expiry date, first and last 4 digits of the card. You can cover the middle 8 digits and the CVV for security 

reasons. 

Thank you for your understanding and cooperation.

Kind Regards,

Stuart ***

MobileWins.co.uk

Security and Verification Department

Thank you very much Asko 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.

Hello Asko,

I looked at your complaint and will do my best to help you. I would like to invite Mobile Wins Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Why trustlulla couldn’t be repatriated even though it was an option and why it became the same

notice of putting visa data back even though I put the same documents

which were eligible for another casino 10 days ago, and no notice what

is still a problem

Miksi trustlulla ei voinut kotiuttaa vaikka se oli vaihtoehtona ja miksi tuli sama

ilmoitus uudestaan visatietojen laittamisesta vaikka laitoin samat dokumentit

mitkä kelpasivat toiselle casinolle 10 päivää sitten , eikä mitään ilmoitusta mikä

on vielä ongelmana

We would like to ask the Mobile Wins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Asko,

Sorry to hear about the struggles you encountered when withdrawing your winnings. Could you kindly provide me with your email used for registration? I will look into this and get back to you asap.

Kind regards,

Noel

Hello Asko,

So I was informed that Trustly withdrawals are experiencing some technical difficulties that our tech team are working on sorting it out, which is why your withdrawal couldn't be sent to Trustly despite you setting Trustly as your withdrawal method of choice. unfortunately I don't know regarding how long the fix may take for Trustly withdrawals, but you won't experience any further difficulties if you can provide the card.

If you can reply to that email you received (We haven't received your response back since June.24 as I noticed) and provide both sides of the card that has connected to your bank account that you use for Trustly, you will be able to receive your funds. I really hope that you can provide it and get paid asap. Sorry for the inconveniences.

Kind regards,

Noel

I try to email documents to /instantgamesupport.deskpro.com/tickets/876049 but slander that I can't

yritän laittaa dokumentit sähköpostiin /instantgamesupport.deskpro.com/tickets/876049 mutta herjaa että ei onnistu

Dear Asko,

Please reply to the email you received from Casino. If you didn’t receive any email, try to check your spam folder. Otherwise, you can contact Casino also from their webpage – in the upper right corner of the website, there is "customer support" right above "join now" and "login".

Withdrawal is still pending with trustly and I tried to register a visa card at Casino with o-euro because the money was stuck with trustly, I don't know if I succeed, I put pictures of the visa card and a screenshot of the account statement because pdf didn't work at Casino 04.05 but nothing happened.

Kotiutus roikkuu vielä trustlyllä odottavissa ja yritin rekistöröidä visa-kortin casinolla o-eurolla koska rahat oli jumissa trustlyllä , en tiedä onnistuko , laitoin kuvat visa-kortista ja tiliotteen kuvakaappauksena koska pdf ei toiminut casinolla 04.05, mutta mitään ei ole tapahtunut.

Dear Noel (Mobile Wins Casino),

Player states that he did everything as you recommended, please give us some explanation why his withdrawal is still pending.

the repatriation was pending for a while in a state after the documents were illegal but turned back into a pending state

kotiutus oli hetken aikaa vireillä tilassa dokumenttien laiton jälkeen mutta muuttui taas odottavatilaan

Now there was an announcement from the casino that the 13.06 withdrawal with trustly has been canceled and the withdrawal with Visa. had to re-register the visa card information.

Nyt tuli casinolta ilmoitus että 13.06 kotiutus trustlyllä on peruttu ja kotiutin visalla . täytyi uudestaan rekistöröidä visa-kortin tiedot .

I put the casino to the same documents what muillekkin casino and not to happen anything and have trouble getting any information which is ongelma.Olen received before and after the fewer dokumenteilla.Yrittääköhän prolong the casino, but that would give up trying because it is such a small amount repatriated from other casino evening repatriated.

Laitoin tälle casinolle samat dokumentit mitä muillekkin casinoille eikä tapahdu mitään eikä meinaa saada mitään tietoa mikä on ongelma.Olen saanut kotiutettua muilta casinoilta kotiutettua ennen ja jälkeenpäin vähemmillä dokumenteilla.Yrittääköhän casino pitkittää vaan että luopuisin yrittämästä koska on niin pieni summa.

Hello Asko,

Good news! Your withdrawal request has just been approved! You will receive the payment very soon. Thanks for your patience.

Kind regards,

Noel

Hello Asko,

Did you receive your winnings as Noel stated before?

Yeah, today I finally got into the account. It wasn't a big deal but it was a matter of principle.

Joo , tänään tuli tilille vihdoin.Ei ollut isosta summasta kysymys mutta oli periaatekysymys.

Dear Asko,

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