HomeComplaintsManeki Casino - Player unable to correct withdrawal details.

Maneki Casino - Player unable to correct withdrawal details.

Amount: €1,611

Maneki Casino
Safety Index:High
Submitted: 28 Aug 2023 | Resolved : 21 Sep 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Feroe Islands entered the wrong IBAN during her first withdrawal request and is unable to edit it. Despite informing the casino several times about the issue, no changes have been made. Player’s complaint has been resolved successfully.

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1 year ago
Translation

The first time I requested a withdrawal, I entered the wrong IBAN. I can't go in to correct it, because the fields with the account number are locked. I've explained my problem countless times, but it's as if I'm running in circles.. Every time the withdrawal gets cancelled, I get the same reply, telling me to correct the IBAN. I can't use Mifinity, and withdrawals to credit cards are cancelled. They've also asked me to send the IBAN and account number, but nothing happens. They are friendly and always provide nice answers.

Best regards, Marjun

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1 year ago

Dear fbdknphth7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account was successfully verified previously? Is updating your payment details the only obstacle between you and your winnings?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

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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1 year ago
Translation

my account is verified. I have previously received 2 payouts, despite the incorrect bank details. It is my bank details that prevent the payment

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1 year ago

Could you please clarify if I understood correctly that you received two previous payments even if the IBAN was incorrect? Which exact bank details are incorrect?

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1 year ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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1 year ago
Translation

I have just been told that work is being done. Sorry to say it, but I have a bit of a hard time believing that my problem is being worked on. This started in Nov/Dec last year, when I had to have some money paid out. Now I have been trying to get a payment for a month.


etc. Marjun

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1 year ago
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now I'm a little excited what's going on?


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1 year ago

Hello fbdknphth7,


We hope this message finds you well. First and foremost, please accept our sincerest apologies for the inconvenience you've experienced with your withdrawal request. We also apologize for answering you in English.


We understand how frustrating it can be when you encounter difficulties in accessing your funds. The issue you're facing is a result of technical problems, which we are diligently addressing.

We want to assure you that a dedicated team is actively working on resolving this matter, and we are committed to ensuring that you receive your funds as soon as possible. Your satisfaction is of the utmost importance to us, and we deeply regret any inconvenience this situation has caused you.


Once again, we apologize for any frustration this may have caused and thank you for your patience and understanding as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team.


Sincerely, Maneki Casino 

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1 year ago

Thank you very much, Maneki Casino Team, for your assistance. Is there anything else needed from the player in order to investigate? Please let us know.

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1 year ago

Hello Petronela and fbdknphth7,


We apologize for the delay in response.


We can confirm that the manual withdrawal was processed and sent to one of the payment methods that the player chose. The funds should arrive within the next 5-7 days.


We would like to express our gratitude for the cooperation and understanding that were shown reading this matter. If there are still extra questions, please feel free to reach us again, we're ready to help. 


Sincerely, Maneki Casino 




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1 year ago
Translation

I am very grateful for all the help and the professional way the case was handled. Thank you both very much.


Yours sincerely


Marjun

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1 year ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fbdknphth7, for your cooperation and 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



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1 year ago

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.


Player's additional comments:


Sagen er alligevel ikke helt løst. Jeg skulle få en udbetalning igennem Jeton, men der er problemer med den manuelle overførsel.


Hello Marjun,
As per the relevant department, there's a payment system error with manual sendings via Jeton, however, they are doing the best they can to have this resolved. 
You may opt to wait for funds or maybe choose another method:
Skrill user's email connected with account
Neteller user's email connected with account
Pay4Fun user's email connected with account
Mifinity Account number
Ecopayz Account number
In case if any questions, feel free to contact our Customer Support.



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1 year ago

I'm sorry to hear that your problem was still not resolved. It seems, once again, that the error is with the payment provider, not with the casino. This may be caused by your geolocation. Could you please advise if you prefer to wait for the issue with Jeton to be fixed, with an unknown time frame, or if you wish to choose a different payment method?

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1 year ago
Translation

I have now received the money into my Jeton account. So all right. Thanks.

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1 year ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, fbdknphth7, for your cooperation and 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


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