The player from Germany has requested withdrawal a week ago. It hasn't been received yet. Player’s complaint has been resolved successfully.
Haiti Casino - Player’s withdrawal has been delayed.
Amount: €2,466
Haiti Casino
Safety Index:LowSafety Index
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4.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I made a deposit on October 7th, 2021 and played with a bonus. I was able to meet the bonus conditions, so I requested the payout on 10/10/2021.
I have already done the KYC and have been accepted.
The first payout was rejected. When asked why, I was told that there was an error in the system. I should request the payout again. Here, too, the payment was withdrawn. As you can see from the attachment, I made a number of other withdrawals, as these were repeatedly canceled.
The support put me off again and again by e-mail with the information that there was an error in the system.
On October 22nd, 2021 I asked for confirmation that the money had now been paid via Mifinity. This was also sent to me (also attached as evidence).
The casino also wrote me an email: "We are a new casino. We have only been working for a month. Sometimes there may be some technical glitches and we apologize for that.
Due to the fact that you had to wait so long, we want to apologize and the next time you deposit we will give you another 150% bonus. "
But since Mifinity is a real-time money system and I did not receive any money, the support wrote to me on October 22nd, 2010 by email:
"Since we are a new brand, and the payment was on Mifinity, we had to withdraw funds from bank accounts (because at the moment your winnings are the largest) and transfer it to Mifinity, so that they, in turn, would check this money and send it to you. This has been going on for so long due to the fact that the Mifinity account was not so replenished with funds, since we have been working quite recently. From now on, there will be no such situations. And the funds from the bank account have long gone to Mifinity. Therefore, we are now waiting for their verification and after that we immediately send your payout to you. We hope that this will happen today. Please don't worry.
This is the first time we have had such a situation, so it now takes more time than it should. "
I haven't heard from the casino since then. I do not receive any money and I no longer receive an answer to questions.
Automatic translation:
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3 years ago
Dear mikejonesmaen,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that this has been the first attempt to withdraw winnings from this casino? Is the payment still pending inside your casino account or it has been sent but never reached you?
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. 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 your delayed withdrawal.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
this is my first payout at the casino. I put it for the first time on 10/10/2021. This was then repeatedly rejected by the casino because there were apparently technical problems. I understand that in principle.
On October 22nd, 2021, however, a confirmation was sent to me (I have already uploaded it here as an attachment), according to which the amount was paid by minority ("Status: paid").
But afterwards I still got the email from the support that I should be patient as the whole thing has not yet been paid for. (Since we are a new brand, and the payment was on Mifinity, we had to withdraw funds from bank accounts (because at the moment your winnings are the largest) and transfer it to Mifinity, so that they, in turn, would check this money and send it to you. This has been going on for so long due to the fact that the Mifinity account was not so replenished with funds, since we have been working quite recently. From now on, there will be no such situations. And the funds from the bank account have long gone to Mifinity. Therefore, we are now waiting for their verification and after that we immediately send your payout to you. We hope that this will happen today. Please don't worry.
This is the first time we have had such a situation, so it now takes more time than it should.)
Automatic translation:
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3 years ago
Translation
I may add that I do not know whether the payment is still outstanding or whether it has not reached me. According to the casino's system, it was paid. According to the e-mail that followed, I doubt it, especially because she herself says that she hopes the payout will take place today (i.e. on October 22nd, 2021). Since then, I haven't received any response from support to my questions.
Automatic translation:
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3 years ago
Ich darf weiter nachtragen, dass ich gestern Abend noch eine E-Mail erhalten habe:
"This all lasts so long because we didn’t have a bankroll on Mifinity, as we are a new brand. Now we have made this bankroll, as well as made a money transfer. Therefore, Mifinity checks us, and then sends these funds to you. We are very sorry that it takes so long, but we cannot do anything about it and speed up this process. The maximum amount of time it can take is 2-3 days.
Regards,
Haiti Casino Support"
Ich werde weiter berichten und Sie auf dem Laufenden halten.
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3 years ago
I fully understand your frustration, mikejonesmaen. I will set the timer for additional 5 days and if there’s no development by Tuesday, 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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3 years ago
Translation
Hello Petronela,
since yesterday no more German players are allowed on this casino. Nevertheless, yesterday I received the promise that the money would be paid out.
I just received the full € 2,466 via Mifinity. After 18 days. The casino also apologized again very much for the delay. I am very happy about that.
The case can be closed. Many thanks for your help!
Automatic translation:
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mikejonesmaen, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
