The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received yet. She had faced issues with the casino's demand for a deposit receipt from Sofortbanking, despite her using Skrill for transactions. However, the issue was resolved when she received her money. The Complaints Team had marked the complaint as resolved after confirming the successful resolution of the issue.
Maneki Casino - Player’s winnings haven’t been received yet.
Amount: €400
Maneki Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
I requested a withdrawal of 400, but then the trouble started. The deposit via Skrill went smoothly. My account was already verified and I had received a payout quite some time ago, but this time it's not working. I had to upload all the documents again - which was not a problem. I also provided proof of deposit from Skrill. After numerous emails between the casino and I, they now claim that I paid via Sofortbanking and they need proof of that - which I don't have, because I paid with Skrill. Now what? What should I do? Can you help me?
Automatic translation:
Public
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4 months ago
Dear Piatnik0,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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4 months ago
Translation
I am in constant contact with the casino because they always ask for something. First FS - that worked quickly. The only problem is with the deposit receipt. I always pay with Skrill but Maneki apparently automatically redirects to Sofortbanking. The money is debited from the Skrill card. But where am I supposed to conjure up the Sofortbanking receipt that is required? If I submit it then nothing stands in the way of a payout - according to Maneki
Automatic translation:
Public
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4 months ago
Dear Piatnik0,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
