Payoutz Casino - Player’s withdrawal is delayed.

Hello,

I am forced to seek some form of action as payoutz.com owes me approximately 1400 euros.

I made a withdrawal to my bank, which then refused the deposit to my account and sent the money back to the sender.

It has now been 2 weeks, and according to the bank, it should take a maximum of 1 week for the money to be returned to the sender.

Despite multiple contacts with payoutz via email, I have still not received my money back. They only say that they will update me when there is news and that the relevant team is investigating the matter.

Please help me get my money back so I can withdraw it to my other bank.

Dear gp13,

Thank you very much for submitting this complaint. I am sorry to hear about your problem.

Please understand that when a transaction is rejected by your bank, it can take several working days for the funds to be returned to the casino. Once the funds are back at the casino, it may take several more days for the transaction to be properly assigned to your account and credited back to your casino balance.

Could you please advise when was the last time you communicated with the casino customer support regarding the status of your transaction?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification? Are both of your bank accounts verified as well?

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

Hello again! I understand it may take a while. after being in contact with the bank & asking for documentation that they sent tbx the money, I received this which I can also attach but choose not to make this public, yet.

the bank stated that it can take up to a week before they are back with the sender & according to the receipt they were sent again on 7/23.

KYC is completed & also done several double verifications with them because yes you know how casinos are.

have previously carried out successful withdrawals through both banks.

but the bank with which I was now rejected to receive the money, I have now ended the banking relationship with and will not use them anymore.

the last time I received a response from the casino via Mail was yesterday, Friday 2/8 around 4:10 p.m.

& then I found out that they have now closed my account due to "concern" about my gambling habits after I wrote in an email that I need my money now!!

so since then I can't even log into the account on their site.

I think it's disgusting behavior of them to block me like that & not even let me log in.

After all, I have to log in later & request the money to the correct account. Unless they fix that part.

I am attaching the latest Mail received from them so I don't have to write all that.

I then only wrote that I expected to receive this money in 2 weeks time & from that I have placed my other funds on other investments that I do not now want to sell at a loss.

& of course I answered their questions too.

1. I think its a fun activity. Yes, I think its fun and positive experience. except what you are doing now. holding my funds and disabling my account wtf.?

2. Yes indeed. But i counted on this money's arrival 2 weeks prior which is why im in need of them now.

3. No, my only issue is as of now you guys and the way you're acting.

also, as I said, have a receipt from the bank that the money was sent back on 23/7.

have also saved pictures of all Mail between me & the casino.

have tried to document as well as possible to have all the evidence if needed

added the text from here to the message above. You can therefore delete this if possible.

So tomorrow ie Monday 5/8, 14 days have passed since the bank sent the payment again. According to the bank as stated up to 5 working days before they arrived.

Now 10 working days have passed & Tomorrow 5/8 will be Weekday No. 11. You think the money should find its way back to my account very very very soon.

i got my money back to my casino account today & they reopned my account also. Withdrawal of it to another bank is requested. Thx for the help 🙂

Thank you for keeping me updated. Would you like to keep this complaint open until you receive your winnings?

Got them so you can finish it as solved :?

Dear gp13,

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,

Veronika

Casino.Guru