The player from Germany had reported an issue regarding her withdrawals totaling 755 Euros that had been accepted by the online casino but not transferred. She had been communicating with the casino for two weeks regarding the lengthy verification process. During the course of the complaint, the player had confirmed that 455 Euros were credited to her account, but 300 Euros were still missing. After providing all necessary documents for verification, the player had confirmed that the remaining amount was received, resolving the issue. As such, we had closed the complaint.
Loft Casino - Player’s withdrawals have been delayed.
Amount: €755
Loft Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello, I requested a withdrawal on February 9, 2024, for 180 Euros which was accepted but not credited to my account. Further withdrawals of 175 Euros, 100 Euros, and most recently, 300 Euros on February 16, 2024, were accepted for withdrawal but were not transferred. For over two weeks now, I have been corresponding with the casino via chat. They claim that the finance department is working on it, which I can hardly believe anymore. The verification process is taking too long and there should have been a refund by now. The total amount at stake is 755 Euros from four withdrawals. I hope you can help me.
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10 months ago
Dear maevusd,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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10 months ago
Translation
The money was booked into my player account today for 455 euros
There are still 300 euros missing
Edited
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10 months ago
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My KFC is completely finished
All documents are available
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9 months ago
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The case can be closed thank you gpr your help money is complete
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, maevusd, for your 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
