PlayMillion Casino - Withdrawal of player's winnings has been delayed.

Hey

I made a withdrawal of 200e on 25 August 2022. The withdrawal was canceled due to an incorrectly entered account number. I checked it many times and the account number is absolutely correct. In addition, the casino has a strange requirement to fill in an IBAN number that starts with the initials FI in Finland and then several numbers. This number is the same as my account number. When making a withdrawal, the casino separately asks for an account number, which I don't quite understand what it is because I have already filled it in the IBAN section. I have tried to use my bank card number attached to the account and my IBAN account number without the FI beginning, but nothing goes through, the withdrawal is rejected after about 3 days of waiting. I have sent dozens of chat messages to customer service and waited hours for an answer, but the messages are never answered. I also don't get a reply from the casino's email address, to which I have sent many messages and asked for clarification and the reason for rejecting the withdrawal. The casino seems to be cheating customers. I want the matter to be resolved and the money to my account that I have won. My account is verified and documents approved and I have not used any bonus.

Dear Jupe10,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The problem is not in the duration of the withdrawal, but in the fact that the casino cancels my withdrawal without reason and does not respond to dozens of my messages.

Thank you for your reply, Jupe10. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Have you made any successful withdrawals before? Have you tried to withdraw your winnings via an alternative payment method (if there are any available)?

Moreover, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

This withdrawal is the first one I am trying to do. The casino only gives one possible way to withdraw and I can't change it. The casino is still not responding to my messages

Thank you very much Jupe10 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jupe10,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite PlayMillion Casino to join the conversation and participate in the resolution of this complaint.

Dear PlayMillion Casino,

The player is experiencing difficulties in making a withdrawal, can you please advise on what may be necessary to complete the process?

Kind regards,

Adam

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’.

Hello Jupe10,

I have since made contact with the casino on Skype and I am waiting for more information. I will extend the timer in light of this. In the meantime, please let me know if there are any developments.

Kind regards,

Adam

Hello Jupe10,

The casino has informed me that they have been in contact with you and informed you of what is needed to resolve the issue. Could I please ask you for an update on the situation?

Kind regards,

Adam

Hello Jupe10,

Please respond and provide an update on the situation. Please be advised that if we do not hear from you within the set timeframe, this complaint will be rejected.

Kind regards,

Adam

Hello Jupe10,

As we have had no further response from you, the complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam