HomeComplaintsFresh Casino - Player's withdrawal is delayed.

Fresh Casino - Player's withdrawal is delayed.

Amount: €2,000

Fresh Casino
Safety Index:High
Submitted: 23 Feb 2023 | Case closed : 10 Mar 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany experiences delays in withdrawing winnings from the casino. We closed the complaint because didn't reply to our messages and questions.

Public
Public
1 year ago
Translation

Hello,


I paid out 2x 1000€ on February 13th, 2023 and got the approval on the same day, but the money has not arrived in my bank account until today (February 23rd, 2023).


I sent my bank statement to support 72 hours ago as proof so they can contact the payment system (SEPA). Till now I still haven't got my money or any answer from payment system.


Best regards


Automatic translation:
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1 year ago

Dear Janniktv,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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1 year ago

Dear Janniktv,

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.

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1 year ago

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.

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