The player from Portugal has requested a withdrawal more than two months ago, unfortunately, it has not been received yet. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
OlympusPlay Casino - Player’s withdrawal has been delayed.
Black points: 70
Amount: €200
OlympusPlay 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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I made a withdrawal request on the 7th of September for 200€.
To date, I still haven't received the amount, after sending the documents, and having already made several complaints both by email and chat. They say they are checking documents and awaiting authorization
*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear Daniel,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay? Was your account verified alreday?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.
However, 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
Public
Public
2 years ago
Translation
My account has already been verified, I've even sent several emails and it's always the same answer, which is waiting for the finance department. Below, I'll resend what they wrote to me in the last email:
"Hello,
First of all, we really apologize for the delay. It turns out that sometimes the withdrawal process takes a little longer than expected. Our finance colleagues are currently facing a high volume of requests, so please be patient. Either way, we'll send a reminder about your case to our finance team to see what's happening with your payment. As soon as we receive feedback from our colleagues, we will let you know.
We hope your payment will be processed soon.
Yours sincerely,
Mark
Customer Support Team"
Automatic translation:
Public
Public
2 years ago
Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas 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.
Public
Public
2 years ago
Hello Daniel!
I will take care of your complaint from now on. I would like to invite representatives of
OlympusPlay Casino into this complaint in order to help us resolve the withdrawal issue.
Public
Public
2 years ago
Translation
I still don't receive any kind of justification from the casino.
The situation continues to drag on, and in no time it will be 4 months without seeing the money.
It's a shame.
Automatic translation:
Public
Public
2 years ago
We would like to ask OlympusPlay 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’.
Public
Public
2 years ago
Dear Daniel,
I apologize, but 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’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
Please disable your AdBlock