The player from Italy has requested a withdrawal less than two weeks ago. It has been pending since. The casino failed to respond and we were forced to close this complaint as 'unresolved'. After 2 months since the withdrawal request we reopened the complaint and the player confirmed that he received his funds.
Mr. James Casino - Player’s withdrawal has been delayed.
Amount: €3,000
Mr. James Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Good morning,
I applied for a withdrawal on January 29, 2021, the next day I was asked for the documentation (identity card, residence certificate, etc. ..) all promptly sent.
I have deposited more than the limit since I have the account.
I did not play with bonus money, I did not exceed the limit of 30% of the stake (deposit 50, bet 5).
Despite numerous emails and the promise of processing in 3-5 working days I still have no news, chat support is non-existent, emails are not even read.
What else can I do if I don't get paid even by respecting the rules?
Automatic translation:
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3 years ago
Dear AScarfone,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed?
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 and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Hello, I had already withdrawn once from this casino, which was also late that time and the credit was done directly from the chat support, an action that today seems to be no longer possible.
Thanks for the feedback, I am looking forward to a resolution soon
Automatic translation:
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3 years ago
Thank you very much, AScarfone, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello AScarfone!
I will be handling your complaint from now on. I would like to invite Mr. James Casino into this conversation in order to help us resolve your issue.
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3 years ago
Translation
Good morning,
Despite emails and chat requests to casino support, I still haven't solved the problem.
As of today, we are 19 days from the withdrawal request.
Thanks again and good luck
Automatic translation:
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3 years ago
We would like to ask Mr. James Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.
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3 years ago
Translation
Good morning,
The casino keeps telling me that my application is being processed in the finance department and that all my documents are valid.
I really don't understand how it is possible that for a retreat it is necessary to wait more than a month.
They are also ignoring this complaint too ...
Automatic translation:
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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3 years ago
Translation
Good morning,
The casino paid out my winnings on 03/15/2021, two months after the withdrawal request.
I won't play it anymore
Thanks for the support
Automatic translation:
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3 years ago
We’ve reopened this complaint as per the player's request. We gave this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.
As we can see complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
