The player from Poland had experienced a delay in one of his four cash withdrawal requests from an online casino. Despite assurances from customer service, the payment had not been processed within the stated 72 hours, leading to the player's complaint. We had advised the player to wait for at least 14 days before escalating the issue. The casino confirmed that the delayed payment of 4,000 zł had been credited to the player's account. The player confirmed the receipt of his funds, and we had marked the complaint as resolved.
MostBet Casino - Player's withdrawal has been delayed.
Amount: 4,000 zł
MostBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
On 19.09.2023, I requested four cash withdrawals. Three of them arrived in my bank account, but the fourth one didn't. I reached out to customer service; they promised that the funds would be in my account within 72 hours. A week has passed, still nothing. Every time I write to customer service, they only say "wait". I kindly ask for this issue to be resolved.
Automatic translation:
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1 year ago
Dear Anro,
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.
That’s why we advise players to be patient, cooperate fully with the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 year ago
Hello, Dear Anro and Casino Guru!
Anro, we are sorry to hear that you have encountered a problem. The withdrawal was being processed by the provider for a long time. We have received a reply from the finance department on your request and would like to inform you that the funds 4,000 zł were successfully credited to your account on 26.09.2023. Please confirm that the problem has been resolved.
Have a nice day!
Best regards, Mostbet.
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1 year ago
Dear Anro,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
Translation
Thank you very much. The money was returned
Automatic translation:
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1 year ago
Dear Anro,
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 and MostBet Casino for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
