The player from Germany had a pending withdrawal of €5,300 in Bitcoin Cash that was not being processed despite having a fully verified account. The casino's chat support claimed it should be completed within 24 hours, but he did not receive the funds. After some delay and additional verification in the form of a selfie with his ID card, the player received his payout. The complaint was marked as resolved by us.
FuturePlay Casino - Player’s Bitcoin Cash withdrawal is delayed.
Amount: 13.013 BCH
FuturePlay Casino
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7.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello,
My pending withdrawal of 13 Bitcoin Cash (approximately €5300) is not being released and paid out to my designated crypto wallet.
The chat usually says it should happen within 24 hours, and my account is fully verified.
I am afraid I won't receive my funds.
Best regards,
Automatic translation:
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6 months ago
Dear Baron_von_Brenden,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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6 months ago
Translation
Hello,
Yes, the release payment is still pending and could still be cancelled.
This is my first withdrawal and I requested it on June 14th at 9:11 p.m.
I don't know of any other crypto casinos that have such a long processing time
Does Futureplay have a representative here in the forum?
Greeting
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6 months ago
I fully understand your frustration, Baron_von_Brenden. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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6 months ago
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That's fine with me. If payment is received before the timer expires, I'll let you know, of course.
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6 months ago
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Update: When I asked why it was taking so long, I was asked to take a new photo in the chat with a selfie of me holding my ID card in my hands and my elbow visible.
I have now uploaded this.
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6 months ago
Translation
I have received my payout, but I still find the communication from the casino questionable.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Baron_von_Brenden, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
