The player from Germany has requested a withdrawal but its status stayed unchanged due to ongoing verification.
Play Club Casino - Player’s withdrawal has been delayed.
Amount: €500
Play Club Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hi,
I hope you can help me. I implemented my bonus at the Play Club Casino and won € 500, which I would now like to withdraw. I have uploaded the necessary documents for this. My payment is now on "wait". Unfortunately, none of the casinos is available in the chat, and there is no reply to emails. I only received an email that the payment will be checked, but that was a standard reply email. How can I proceed now or have a different con t act to the Casino as the official mail address or chat?
Sincerely yours
Philip
Automatic translation:
Public
Public
4 years ago
Dear Philip,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
4 years ago
Translation
Hi,
Thank you for your prompt reply. I applied for the payment on April 29, 2020 and uploaded my documents. Then I waited 48 hours as described on the page. The payment is now still on "wait" and in the chat I can unfortunately not reach any, there were no reactions to my mail.
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Philip for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.
I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.
Public
Public
4 years ago
Thank you very much for sharing your negative experience with Play Club Casino. We will now try to get in touch with the casino.
Public
Public
4 years ago
Translation
Hello guru team,
I reached someone from Support last week. I was informed again that my documents are being checked (now almost 2 weeks). Until today I should get an info or the transfer, as expected nothing happened. I am also a customer of other casinos, such as video slots, because it took around 1 hour to check my documents and I had the money in my account the next day. I have the impression that the payment should be delayed or there is hope that I will forget the payment. Unfortunately I have to say that I am very dissatisfied with this casino and do not feel treated fairly.
Edited
Automatic translation:
Public
Public
4 years ago
We are trying to establish the communication line with the casino but they are unresponsive to our emails.
We are extending the timer by 7 days and if the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
