The player's withdrawal was delayed for over a month. The casino stopped responding to the complaint and it was closed as "unresolved".
Ovitoons Casino - The player's withdrawal is delayed.
Black points: 170
Amount: €300
Ovitoons Casino
Safety Index:Below averageSafety 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.
5.1
Ovitoons Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello CasinoGuru team,
I'm having trouble paying out Ovitoons again.
Have on 12.09. requested a payout of €300. After about 10 days I carefully asked why it still says "in progress". I've always been told that it's still going on. Then I was written in LiveChat that I should cancel the AZ and apply for it again, which I did. Now let's start all over again.
Maybe you can help me?
Kind regards Shawnoo
Automatic translation:
Public
Public
2 years ago
Hello Shawnoo88,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ovitoons Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? 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
Public
Public
2 years ago
Translation
Hello Nick,
I haven't received any information about the verification yet, but I've uploaded the necessary documents a long time ago. I guess im.August this year.
I accumulated my winnings without a bonus.
And I communicated about every 3 days via LiveChat, and each time I was told that my request would be processed more quickly and that the employee would forward it to the "responsible office". After the eighth try via LiveChat, I got tired of getting the same answer over and over again. That's why I turned to you.
regards
Automatic translation:
Public
Public
2 years ago
Translation
Here's a little addendum. I have been wanting to upload my ID card to verify my identity for a long time, but unfortunately this is not possible. And I get no response to my emails from customer support.
Automatic translation:
Public
Public
2 years ago
Translation
...I was able to upload my payment method and proof of address, but when I try to upload the ID I get this error message, see attached image above.
Automatic translation:
Public
Public
2 years ago
Thank you Shawnoo88 for all the information. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Dear Shawnoo88,
I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite an Ovitoons Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Ovitoons Casino,
Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
Public
Public
2 years ago
Translation
Hello Stefan. Thank you for taking care of the case. What happens if Ovitoons does not comment on this within the deadline?
Kind regards, Fechtner
Automatic translation:
Public
Public
2 years ago
Dear Shawnoo88,
I have tried to contact the casino repeatedly but it appears they have stopped responding. I will try to contact them again. But if they fail to respond, I am afraid we won't be able to resolve this issue without their cooperation.
Thank you for your understanding.
Kind regards,
Stefan
Public
Public
2 years ago
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’ which may negatively affect its rating.
Public
Public
2 years ago
Translation
Okay, so I'm curious to see if they will answer. Very unreliable provider.
Automatic translation:
Public
Public
2 years ago
Dear Shawnoo88,
I am sorry to inform you there will be a delayed response from the casino. We are setting up their account to respond to the complaints, and this process takes some time. But I can assure you that the casino is willing to respond to the complaint. Thank you very much for your patience.
I am extending the timer for the casino by seven days.
Kind Regards,
Stefan
Public
Public
2 years ago
Dear Shawnoo88
Thank you for bringing this concern to our attention.
Your complaint has been escalated to our support team; who will do their utmost to look into your query and revert back with feedback as soon as possible.
Public
Public
2 years ago
Dear Shawnoo88,
Sorry for the late reply, your withdrawal was under review and our security department found, that you have forbidden bets with the Deposit Bonus you made and left your bets frozen to then resume without using the bonus and proceeded to make a new deposit. This behavior is forbidden and is made clear in our Bonus T&Cs - T&C Bonus
Nevertheless, assuming that this term was unknown to you; we have refunded the original amount deposited to your account
Please let us know if you have further questions
Best regards,
Ovitoons Support Team
Public
Public
2 years ago
Translation
Hello Ovitoons team.
I don't know what you mean by saying that I "banned deposit bonus betting", but it would be very nice if you would pay me my money.
I used a bonus in the beginning and when I lost my money I found that the wagering requirements are so high it's almost impossible to win. That's why I tried it again without a bonus. I understood the terms and conditions roughly, but only roughly. I don't know what I could have done wrong and I certainly didn't do anything that was forbidden. I just like to play in my spare time and sometimes I actually win something (like you do now) and sometimes I lose.
Like I said, I don't understand. What do you mean exactly. You can describe it to me in more detail. Anyway, I am/was very upset that I won and didn't get my money. So please arrange the payment, then I'll gladly forget the hassle of the last few weeks with you as the provider.
Kind regards, Fechtner.
Automatic translation:
Public
Public
2 years ago
Dear Ovitoons Casino,
Could you please provide us with the player's game history? You can send it to my email address stefan.m@casino.guru.
Thank you very much in advance.
Kind Regards,
Stefan
Public
Public
2 years ago
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’ which may negatively affect its rating.
Public
Public
2 years ago
Dear Ovitoons Casino,
I haven't received any player's game history till today. I am extending the timer by 24 hours. If you fail to respond to the complaint I will close the complaint as "unresolved". Thank you for your understanding.
Kind regards,
Stefan
Public
Public
2 years ago
Dear Shawnoo88,
I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Kind regards,
Stefan
