The player from Germany requested a payout of 5000€, which was processed by the casino but was returned by his bank due to the casino’s missing licenses in Germany. Despite communicating this to the casino and providing relevant documents, he has not received a satisfactory response or a refund in his casino account. Since the player confirmed the amount was returned to their casino account, we closed the complaint as resolved.
Olympusbet Casino - Player's funds have not been returned.
Amount: €5,000
Olympusbet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Dear Team,
Here's what happened:
On September 12, I requested a payout of 5000€ via bank transfer, which was processed accordingly on September 13.
On September 18, my bank informed me that they would not accept the transfer from Olympusbet due to missing licenses in Germany, and that the money was being returned to Olympusbet.
I communicated this situation to Olympusbet. In response, they requested on September 19 that I provide a bank statement, proving that I had not received the money into my account.
I sent them my bank statement, the communication with the bank, and screenshots of the transaction to Olympusbet.
Since then, I have received no further response. I hope that the 5000€ will be credited back to my Olympusbet account so that I can select an alternative method of withdrawal.
Unfortunately, live chat support has not been helpful. They simply state that the matter is being handled "with priority" by the relevant department.
Automatic translation:
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7 months ago
Dear ramdomplayer,
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. Have you made any successful withdrawals before? If possible, please post a screenshot of your withdrawal history here.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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7 months ago
Translation
Hello Kristina,
I have just sent you the screenshots by email.
And yes, there has already been a successful withdrawal.
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7 months ago
Thank you very much, ramdomplayer, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Hello ramdomplayer,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Olympusbet Casino to join the conversation and participate in the resolution of this complaint.
Dear Olympusbet Casino,
Can you please comment on the issue? Have you received the payment back from the player's bank?
Thank you.
Kind regards,
Tomas
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7 months ago
Translation
The casino transferred the €5000 to my Olympusbet account.
Thank you
Automatic translation:
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7 months ago
Dear ramdomplayer,
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,
Tomas
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