The player from Germany has been attempting to withdraw her winnings for three days. Despite assurances from the casino's live chat, her withdrawal was canceled as the two-day waiting period elapsed. Conversations with customer service have not been productive. The player stopped responding to our questions and comments, so we rejected the complaint.
Ovitoons Casino - Player's withdrawal was canceled.
Amount: €818
Ovitoons Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Ovitoons Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
For three days now, I've been fighting for my withdrawal. I was assured yesterday via live chat that the payout would still be made, yet today when I log in, my withdrawal has been cancelled for no reason because the two-day waiting period has elapsed. Every time I reach out to the live chat, I'm told that the department is currently unavailable and I should try again later. In addition to this, I always end up waiting in the queue for half an hour only to be turned away! I am fed up and simply don't have the patience for this anymore. I just want my money!
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1 year ago
Dear Xxlxx11,
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 to make sure I understand your situation completely.
Could you please confirm if you passed the KYC verification?
Have you made any successful withdrawals from this casino in the past?
Could you please explain what it means that the two-day waiting period for your withdrawal has elapsed? Does the casino have an automatic two-day limit for payments to be processed?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
The winnings were achieved without a bonus.
You specify on your site that the maximum payout time is 48 hours and after this waiting time my payout was canceled. I have already paid out several times and have therefore been verified for a long time, I don't know what your faxes are supposed to do now. The value in dispute is now 758 euros because I played again after you canceled it, but I applied for a payout again and I'm curious how long it will take, as I said, even your live chat says a maximum payout time of 48 hours and your payout page only says 24 hours
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1 year ago
Translation
The biggest problem I have with this is that I asked politely several times and was then assured yesterday evening (German time) that the payout would still be made and when I logged in this morning the payout was simply canceled so I have two for free Waited days and got stuck in the live chat queue countless times for nothing and nothing again just empty promises. I really liked this casino and so far everything has always been uncomplicated. Why there are suddenly problems now is completely unclear to me. It's a shame, honestly!
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1 year ago
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Live chat continues to be uncooperative and cheeky to the point where you no longer receive an answer at all
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1 year ago
Translation
Nothing has happened so far today, no matter when I write to them, they say the finance department isn't there and when they are there they come to me with all sorts of excuses. Ultimately it was due to mifinity, but they say there are no problems. How do I get my money now? Why is nobody helping me here?
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1 year ago
Have you received any explanation from the casino about the reasons why your withdrawals keep getting canceled?
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1 year ago
Dear Xxlxx11,
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.
