The player from Hesse had requested an approved withdrawal from the casino, but the funds had not been credited to her bank account. The bank had confirmed that there was no transaction record, and the casino had promised to reach out via email but had not done so yet. The issue was resolved when the casino conducted a full check and confirmed that the payment delay was on the bank's side, with the funds successfully credited to the player's bank account on August 8. However, the complaint was eventually rejected due to a lack of response from the player.
Kosmonaut Casino - Player’s withdrawal is delayed.
Amount: €195
Kosmonaut Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
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4 months ago
Translation
Hello, I have a problem where I requested a withdrawal that was approved, but the money has not been credited to my account. I called my bank and asked why the payment was taking so long, and they told me there was no transaction—meaning the money was not deposited into my account. I have tried to contact the casino, and they said they would reach out via email. Unfortunately, I have not received any emails from them yet. I would appreciate it if you could help me.
Automatic translation:
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4 months ago
Dear brian2512,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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.
- Do I understand correctly based on the attached screenshot that you requested the withdrawal on August 1?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
The payout was successfully paid out by the casino on 1.08.2024
Normally the money is in my account 5 hours later, so I called my bank on August 4th, 2024 to ask what was going on and why it was taking so long. My bank told me that they couldn't find a transaction. If there was one, you would see it, so the casino must have made a mistake. The money should have been in the account long ago. Normally you get a message from your MasterCard that you have received a refund and then you just have to wait a few hours. This message didn't come either.
Automatic translation:
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4 months ago
Thank you for your reply, brian2512. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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4 months ago
Hello!
A full check was conducted on this issue and as soon as we received a response from the payment provider, the player was notified by email. The payment delay occurred on the bank's side.
On the 8th of August the funds were successfully credited to the player's bank account brian2512.
