OlympusPlay Casino - The player's withdrawal is delayed.

Hi, have won 1100 at Olympusplay and have received 2 withdrawals from earlier wins. There is a VIP manager Emily and her assistant Stella (if she exist). She send me several mails and also promised to approve my withdrawal immediately if I send her a e-mail. Now she's ignoring me for already 4 weeks. I try to reach her via live chat and e-mail but nothing.... Live chat continue send her reminders and also urgent notes to there financial department. Have saved all the chats, e-mails etc...

Hello Wirehub,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with OlympusPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, yes fully verified and also received 2 earlier withdrawals. They where much lower and I was in "good" contact with Emily (VIP manager). But now she's completely ignoring me. I won the money with a real deposit and the last time I spoke with Emily was 10-june, where she said "the withdrawal cases are being processed currently". On the 3th of June she send me a mail with "I've manually approved your withdrawal, and let me know when you make a new withdrawal so I can approve immediately ".

I have been in contact with the chat support from Olympusplay for almost everyday, but they are just saying that it can take time because of all the steps, and they send a urgent note to Emily and Finance Department. They have done this already 8 times now...

Hi, also get in contact with support from Olympusplay and this is what they said: Your payout still has Awaiting status. We truly apologize for the delay, sometimes the withdrawal procedure takes a bit more than expected, all depending on the current volume of withdrawals and the bank procedure. There is a whole withdrawal procedure to be followed and certain steps that cannot be skipped so it takes time for the whole game history to be checked and, if everything seems fine, then the department in charge compares it with our terms and conditions page in order to check whether they've been followed from the very beginning. And then, there is the bank procedure which, unfortunately, we cannot accelerate.

Please, stay patient, your withdrawal should be processed soon enough.

We appreciate your understanding.

This is what the continually say, sometimes in other words but everytime the same story. They also promised me already 8 times too sent a internal memo to the VIP Manager Emily, but still no reaction.

Thank you Wirehub for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Wirehub,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite OlympusPlay Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear OlympusPlay Casino,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

Also get in contact with chat support here and this is their reaction: you where absolutely right to bring this to my attention. I will immediately send a email to our financial team, and request a update. We will inform you and sorry about the inconvenience.

I guess this is the 10th time they sent a email to there financial department.... Also still no response from Emily (VIP). The casino is completely ignore me via email.

So this case also didn't look good and it's really stealing money.

Thank you, for the update, Wirehub. However, I would like to wait for the casino's response.

We would like to ask the 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’.

Get in contact with them and chat support told me that I'm under a extra financial check.. strange because I already received 2 withdrawals. Seems like Emily and or Stella (VIP) are completely disappeared. Send them so much mails and reminders but they are ignoring me now. So seems like they ask for more deposits and when you did and won serious money they don't reply anymore. I have such a bad feeling about this and seems like fraud right?

Unfortunately, no one from the casino has not contacted me yet. Therefore, it is difficult to say anything about this situation.

A few days remain until the second timer expires, and I would like to wait for the casino's response. However, we should count on an option that no one will contact us regarding your issue.

Dear Wirehub,

Unfortunately, since we have not 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.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings,

We were provided with the update from the player regarding his issue. The player confirmed that he received his withdrawal approximately 2 months after the withdrawal request was made.

Based on all the facts, unresponsiveness, and the way of solution that the player had to pass until he received his payment, we decided to close the complaint as resolved, but with a slight penalisation. Despite the payment being received, we feel the need to inform players about this situation and the approach of the casino.

Thank you, Wirehub, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru