Casino Barcelona - general discussion

If you want to discuss anything related to Casino Barcelona, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I joined Casino Barcelona in May 2023.

Username: Vi************gh

User code: ********

They accepted my verification and everything was fine. I played some games, won some money, lost some money and in March 2024 I successfully withdrew €20,000.

After that, I tried to withdraw more of my balance and I encountered several obstacles...

They asked me for proof that I was the owner of my Skrill account, even though they had already accepted and paid into it on multiple occasions. I sent them the document that they had previously accepted, but now they rejected it. I then asked support what specifically they needed from me, as they kept rejecting my ID, and they said they wanted a video of me with my ID, stating my name and ID. I did this and Casino Barcelona said they were satisfied and I could withdraw.

When I went to pick up, they told me they needed to call me, but they never seem to call when they say they will. I call them, but they say they need to call me, but the call never goes through. Everything was fine before, I don't understand.

Hello there.

I would like to ask you firstly, please, not to share any kind of sensitive information on the forum. Please be careful with it, as it could very easily be abused.🙏

And now to the verification issue.

May I ask what kind of call they want to do with you? Is it supposed to be like a verification video call, perhpas?

It is not unusual that a casino would do some additional checks whenever it comes to larger amount of withdrawal money, but this sounds that it is a long going situation. Right?

So, may I ask when exactly you requested your withdrawal before they asked you for all these additional checks?

I hope we'll be able to help you get this solved.

I'll type in English if its easier for you.

I've called and spoken to them lots of times, they say the call is for "security reasons" and that they must call me but they never do. When I call them they say they cannot transfer me and that I should expect a call but we go around in circles.

I provide ID > They say "OK, you can withdraw" > I attempt withdraw > They say we need a phone call > No phone call is made and the balance is returned to my account > I then get an email asking for ID again

Hi! English is pretty cool, thank you.

It truly sounds like a verification call to me. Thinking about that from the casino's perspective, for them it may also be a matter of security; perhaps some marks have risen from their security or risk team. In any case, if you are still in contact with anyone from the casino, try to set up a concrete date for the call to take place. Just to avoid unnecessary delay or complications. What do you say?

Hi,

I've tried thatbut they never call me. its been a few times. its like they're kicking the can down the road until I give up

So, in this case, our complaint team will be ready to help, for sure.

Let's wait for the reply from them and see how the situation will unfold.

Thats fantastic. I have just made a withdrawal request. I will keep this open until the money is received.

Thank you again,

Vicente

That is great. Peter asked you to confirm in the complaint that you verified yourself. Would that be possible, please? 🙂

As of today, after trying thousands of casinos, I'm happy with this one and the great Madrid casino. No tricks or gimmicks, what they promise is what they deliver, and if you like testing algorithms, both are welcome, but don't overdo it on specific days and times.

Which games do you enjoy the most there and have you ever withdrawn your winnings?

Just want to learn more about your experience, you know.

Slots, I have several favorites.

What are your favourites? Do you have providers that you play more?😀

Playtech

And what game from playtech is your go to? 😀

My withdrawal was approved at Casino Barcelona on January 8th. Today is January 21st and I still haven't received it. It was approved the same day via Apple Pay card. They sent me the ARN code a week later, but the bank can't find anything. The casino tells me the money will arrive or that they don't know what happened and are looking into it, but I'm still waiting with no firm answers…

Anyone else in a similar situation?

Oh, that must be a tiresome situation. To me, it sounds like you did what you could at your end. Bank contacted, casino udated. I hate to say it, but for now the casino must come up with an update or rather a solution.

When was the last time the casino provided a follow-up on this, please?

Every day I bother them and they tell me it's been sent to the department, that the ARN code was sent correctly, and that they're going to look into what happened, that everything is fine, and my account shows the withdrawal as approved, which it is... but so far we still haven't located the money. I don't know what to do in this situation, whether to keep trying or wait...

Normally I would encourage you to complain about your situation to my colleagues, the mediators. However, their ability to assist in this situation may be very limited because they can mostly only observe the upcoming progress, based on my understanding. I'd hate to put you through the complaint for nothing.

How about taking a more direct approach?

Can you send something more official to the casino support email?

EG:

"Hello,

My withdrawal was approved on January 8th via Apple Pay card, and I was provided with an ARN code.

I have contacted my bank, and they confirmed that they cannot locate any transaction related to this ARN.

At this point, I am requesting official confirmation that the withdrawal has actually been sent, not just approved internally.

Please provide one of the following:

– official transaction confirmation or receipt from your payment provider

– confirmation showing the date and time the funds left your payment system and were handed over to the card network

If such confirmation cannot be provided, please clarify the current real status of the withdrawal.

I would appreciate a clear response within 7 business days, as without proof of payment, the situation cannot be resolved from my side.

Thank you."

Because to me it seems that the transfer has not been completed, and repeated questions did not solve the matter. Since this casino is licensed in your country, I would use their official response as an escalation to DGOJ, if necessary.

Yes, look, I have emails, screenshots, and calls with them every day, and I have them saved, in which they themselves confirm that the withdrawal is approved. In fact, when I log into my web user account, it shows in the history as "withdrawal approved, etc."

They themselves assure me that the money will not be lost, etc., which I understand; the problem is the uncertainty I have with this situation.

I've been told they're investigating the cause... if you'd like, you can talk to me or contact me privately and I'll give you all the information I have, and that way you can help me get out of this situation as soon as possible.