Gale & Martin Casino - The player's withdrawal is delayed.

I won and was told my winnings were approved and sent to my starling bank on the 13th July and that these would be paid by x5 30 euro payments. The funds haven't arrived so they asked me to contact my bank who verified no payment and I sent this to the casino. They checked and stated I now have to wait 30 days but this is surely there to resubmit payment

Hello ekhbee,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with

Gale & Martin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi I used money not bonus for this win I spoke to Casino as I attached there response same attached again. No money has reached my bank

Thanks Elizabeth H*****

Hi I also can confirm account is fully verified

Thanks

Elizabeth H*****

Thank you ekhbee for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ekhbee,

I am sorry to hear about your unpleasant situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Gale & Martin Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Gale & Martin Casino Team,

Could you please explain the player's issue in more detail? What does 30 days waiting period mean? Is it still investigated on the casino's side or its payment provider's side?

Is the casino willing to share the details of the payments with the player, so she would be able to discuss it with her bank again?

It is possible to share the necessary data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru). Alternatively, the casino may contact the player with this information.

Thank you in advance for providing the information.

Dear ekhbee,

I was provided with the following information from the casino's Customer Support:

• your withdrawal request was issued as refunds to your card on the 13th of July, 2022, and the refunds are successful on the casino's side
• the time frame (30 days) is not stated by the casino but it is a time frame specified between the processors and the processing bank(s) and you should only wait until the funds arrive
• this process is outside the casino's control and it cannot speed it up

As we see, 30 days time frame was not expired yet. If the withdrawal requests/refunds were made on the 13th of July, 2022, currently, we are not talking about delayed payments.

Now I am extending the timer by another 2 weeks and I will wait for your update. If you have any news earlier than the timer expires, feel free to let us know about it.

I sincerely hope you will receive your funds within the stated time frame. Looking forward to hearing from you soon.

Hi funds still not received 30 days please see attached bank statement.please advise

With thanks

Elizabeth H*****

Hello, ekhbee,

As was stated above, 30 days period has not expired yet. Before, I extended the timer by 2 weeks with a few extra days. I am extending it like that again now. Please, let's stay patient and wait until the timer expires. In case you would receive your funds in the meantime, provide us with an update.

If there is no progress until the timer expires, I will ask the casino to check it with its payment provider and to provide us with the details.

Thank you for understanding.

Dear ekhbee,

Can you please provide us with an update on your issue? Is there any progress? Did you already receive the disputed payments?

Dear ekhbee,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru