Harry's Casino - Player’s withdrawals have been delayed.

Hi,

I am waiting on 3 withdrawals totalling £1,150. The first was for £500 was requested on Thurs 5th Nov 2020 and authorised on Mon 9th Nov. This was my first withdrawal attempt from PlayatHarrys Casino and I then made two subsequent withdrawals of £250 and £400 on 16th Nov and 19th Nov. Both were authorised within a few days. I had completed the KYC verification before any withdrawal and have email confirmation of that.

As no fund had landed in my account by the Thursday 26th Nov I contacted Harry’s customer support to enquire. They responded within an hour or two, as they had done any time I emailed them up to that point, to assure me they are working hard to get me paid in full and that the hold up is due to currency transactions and the international movement of money. I accepted this and told them I would follow up this week if money still had not appeared (as this would be more than 3 weeks since they authorised).

As I still had not received any money by Tuesday 1st December I emailed again. At this stage I had planned to chase up with my own bank as I had taken in good faith that they have done their bit. From previous experience of International transactions I asked that they send me the transaction references to allow me to pass these to my bank to make it easier to locate the transactions.

I had no reply to my email from Tuesday 1st Dec morning by bedtime Tuesday night, which was an unusual hold up so I dropped them another email. At this stage thinking that maybe because I had requested specific information it might take a little longer to locate but wanted to chase up with my bank on Wed 2nd Dec. Again no response.

I wrote again on the morning of Wed 2nd Dec hoping they could furnish me with the transaction references but again no response.

By Tuesday afternoon I was getting suspicious and began searching online to see if anyone else was having similar issues and that is when I found your site and saw that you had successfully resolved issues with this provider.

Still I waited until late on Wed 3rd Dec to see if the money was due to hit my account today and when I saw it was not I sent a further email to Harry’s Casino asking that they please respond to my emails otherwise I would have no option but to involve a 3rd party.

And here we are. No response to emails and no money has made its way to my account.

I have copies of all email correspondence as well as screenshots of transactions and an online conversation I had with them last Friday when they dropped a £200 bonus into my account that I had not opted in to so I asked them to remove it again which they did.

Very grateful for any help you can provide.

Thank you.

Dear MMN76,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Could you please send me all the relevant evidence that wasn’t included in the attachments, so we can gather as much information as possible? We would like to see the confirmation of successful KYC, and any communication between you and the casino (if there is any, as it seems that the casino isn’t very responsive). My email address is kristina.s@casino.guru. I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thanks for picking up my case. I will forward correspondence emails that I have now as well as some screenshots I have taken. I have an awful

lot of screenshots as that is the way I rock but I will send what I think is most relevant for now.

To update Harry’s have today contacted me with screenshots of transaction references.

One was dated 16th Nov and the other today. Today’s included the combination of the latter two withdrawals.

I contacted my bank and while they would not expect to see today’s transfer yet they have no reference of the one of 16th Nov but expect that if there is an issue it would be notified back to Harry’s. I had provided you with the screenshot I took before making that withdrawal and you will see that the details match those on the more recent transaction in terms of IBAN and Swift.

Hopefully I have positive news to report in the coming days with regards the money landing in my account.

Thank you for you help so far.

MMN76, thank you very much for the update and emails. Let's wait for a few more days, hopefully you will see your winnings soon. Please, keep us updated, so we can continue resolving this case accordingly.

Thank you. I will update either as soon as I receive my money or at the end of this week if I have not been paid in full by that point.

Thanks again.

Hi so had further correspondence from Harry’s yesterday where they provided an transaction reference for a withdrawal of £500. It is more complete that the original reference they sent me for this withdrawal and similar to the one they provided for my remaining withdrawal amount of £650.

I did notice yesterday’s transaction screenshot had yesterday’s date despite being told this had been processed mid November. On querying they informed me that the attempted transaction mid November for my original withdrawal of £500 had bounced back so they had to reprocess.

Please note that since the end of last week they have been responding to my correspondence more promptly.

As it stands they have provided documentation to show they transferred £650 to me on 4th Dec and a further £500 on 7th Dec. At the time of writing this money has yet to appear in my account but I would expect to see some movement into my account by tomorrow or Friday at the latest.

Thank you.

MMN76, thank you for letting us know! It seems, that it is on the right track. Please get in touch with us again, if there is anything new.

Hi,

I said I would update at the end of this week.

Unfortunately still waiting to receive my money.

I have emailed you the most recent correspondence received from Harry’s where they said I should be receiving funds yesterday or the day before.

Thank you.

Hi,

I can now see my pending transactions for Tuesday 15th December for the account I requested my withdrawals to and still no sign of any of the money that Harry’s say they sent me.

Given the first of these was requested on 5th November it is way beyond when I would have expected to see a withdrawal.

They have sent me ‘screenshots of approved and paid withdrawals’ dated 7th Dec (£500 - this was apparently sent earlier but bounced back) and the other without a date but that they say was sent on 4th Dec (£650).

At what point do you think I am waiting too long or can you share what information you have received from them?

Thank you.

Thank you very much for the update and your patience with us, MMN76. It can take a few more days to receive your winnings. I understand your frustration, but it seems that the casino is trying to send you your money, so I would recommend you waiting a little bit longer. If you don't receive your winnings within a week, we will try to get in touch with the casino.

Ah thank you for the advice. I will settle myself until next week then given what you say and the fact you have a lot more experience than me with these situations.

Hopefully my next update will be to say I have received my money.

Thanks again.

To update.

Still no money received from Harry’s but they have emailed me International Funds Transfer reference numbers for transactions totalling the £1,150 I am due.

I will contact my bank on Monday to ask if they can trace these transactions for me.

Thank you.

Hi,

To update. I wrote to my bank on Monday with the Swift references provided by Harry’s for the total of £1,150.

I picked up an response email from my bank yesterday evening advising that I needed to telephone them to discuss this type of query.

I am just after ringing but I was unaware until I telephoned that today is in fact a bank holiday so it looks like I will not get to speak to them until next week.

So as it stands it is 24th Dec and I have not been paid by Harry’s despite my initial withdrawal having been requested on 5th Nov.

The two transaction dates they have sent me are from 7th Dec and 9th Dec which seem right on the limit of time I would expect processing to take place though unfortunately I will not be able to get my bank to trace these until they reopen after Christmas.

And as bank is on holiday the earliest money will arrive in my account will be Wednesday 30th Dec though I reckon that is being pretty optimistic given what has gone so far. But I wanted to update as I appreciate the response clock is ticking.

Really poor show but I am not giving up on this until either Harry’s has me paid as they say they have been attempting or else if I have to involve VISA to recover the money they took from me in deposits as I am still well within the timeframe for that particular course of action. The latter will come with a recommendation to black list them from VISA payments but hopefully for all concerned it does not get to that and it is simply a case where Harry’s are just inefficient with their processes.

Thank you.

MMN76, thank you very much for your message. Let's wait for your bank to be opened again, so they can check the transactions. If there is no trace of them, please let us know, and we will ask the casino for their statement regarding this situation.

Your patience is highly appreciated!

Hi,

I got speaking to my bank VISA credit card provider and they have advised that Swift Transfers would have been through in 10 days had they been sent properly but they cannot be made to a VISA Credit card account. The IBAN that I provided is for my VISA credit card.

They have requested that I contact Harrys and ask them to process the £1,150 withdrawal as a refund onto my credit card as opposed to a Swift Transfer.

I have just emailed Harry’s to ask them to do this so hopefully this will solve what has been a lengthy wait but I will update next week if there has been no movement or response from Harry’s.

Thank you.

Hi,

Advice from my VISA Credit card provider 31st Dec was that I request Harry’s process my withdrawal as a refund to my credit card as VISA credit card do not accept Swift Transfers.

I have now emailed Harry’s Casino 4 times asking can they go ahead and process by this means or alternatively can they respond to discuss alternative means of transfer including me providing an IBAN etc for my bank account as opposed to my credit card account as was the case.

Frustratingly Harry’s have yet to respond. I had hoped that given I had identified the issue with why the Swift transactions were not completing that this would be quickly addressed but alas I am back to waiting a long time for response to emails.

This is the longest they have taken to respond yet though I appreciate this included the period over New Year. A

Also please note the first withdrawal was requested on 5th November which is now over two months ago. However it is also fair to acknowledge that it was only Thursday 31st Dec that I became aware that the details that I provided for transfer were not going to work due to not being able to complete this type of transaction to a credit card. Perhaps they should have known this but I am happy to give them the benefit of the doubt.

Thank you.

Thank you very much MMN76 for your cooperation so far. I believe it is time to try contacting the casino. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask Harry's Casino to join us and help us resolve the player's issue.

Hi,

Harrys have been in contact to request details and proof for bank account to transfer my withdrawal to.

I will update in due course.

Thanks.

Just sent a second follow up email to enquire if all additional information provided last Friday is in order and if withdrawals processed.

Taking at face value hopefully things are moving but again communication extremely slow.

I will update if I get a response or if I see funds arrive in my account.

Thank you.

Harrys came back to Advise that if they needed any more information to process my withdrawal they would be in touch. I do think that was generic information rather than specific to my case.

So as things stand I provided them with updated withdrawal information 6 days ago and they have not requested anything else.

I have asked them to send on transaction references as this will give me an idea of timescales but also means I have the information required to chase up with my bank should any issues arise. As yet no response but that was only yesterday.

Can you add more time to this as I feel it is important that I provide an update in the next week or two so as other players are informed. Particularly as this hold up may have been as a result of the aforementioned transfer account details. If Harry’s are able to resolve this quickly now then the previous two months could be discounted. If not I will have to move to the next step of the recovery process.

Thanks.

I will now extend the timer by another 7 days. Please let us know if there will be any update regarding your verification or withdrawal.

After a few attempts Harry’s responded today and included a copy of transaction reference showing full

amount transferred.

Unfortunately on checking they have used the initial problematic account details i.e. my credit card that does not accept Swift transfers. We had agreed this would be replaced with my bank account details as provided to them

on Fri 8th Jan.

I have written back requesting that they cancel that transaction and send to the account that I had provided details for, at their request, on Friday 8th Jan.

So the waiting continues and I will update when I hear more.

Again correspondence seems to be a big part of the problem. I was literally a few days from handing this all to my Visa credit card provider to dispute all of my deposits but I will give them a bit more grace to see if they can send to the requested account.

Either way I feel I am in the home straight with this. By the end of next week I will either have my money or clear evidence it is coming or else it is over to my Credit Card provider.

Thank you.

Thank you for keeping us updated regarding the case. As it seems to be in progress, once every detail will be correct during the withdrawal process, I'm sure that you will receive the money. Please let us know any news.

Latest correspondence was Harry’s replying to my query on Thursday to just say they are aware of the account that they need to transfer funds to. Nothing to say payment has been sent but I plan to follow up on Thursday as this is 2 weeks from the last reference they sent me. Will update in due course.

Dear MMN76,

I'm extending the timer by 7 days till we wait for your response about your withdrawal.

Hi,

To update, Harry’s have paid me in full and money is in my bank account.

In summary this required patience on my part.

The major issue it seems was that I had provided my credit card IBAN initially. My credit card account does not accept Swift transfers.

When I identified this the next attempt was unfortunately made in error to my credit card IBAN again. This time error was on Harry’s side.

Finally correct account was used with no error from my side or Harry’s side.

The other issue in this process was communication. Harry’s can be very slow to respond, if at all. But with enough perseverance I finally got responses.

Regardless a positive outcome and thank you for assistance.

Dear MMN76,

Thank you for letting us know that you have been fully paid out, we gladly hear it. Please do not hesitate to contact us if you will come across any trouble in the future. The complaint will be now closed as resolved.

Best regards,

Nick

Casino.guru