The player from Sweden had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The Complaints Team had advised the player to wait at least 14 days after requesting their withdrawal before submitting a complaint. The team also mentioned that the delay could have been due to unfinished KYC verification or a high volume of withdrawal requests. The Complaints Team extended the timer by 7 days for the player's response. However, due to the lack of response from the player, the complaint was rejected.
PlayToro Casino - Player’s winnings haven’t been received yet.
Amount: 1,953 kr
PlayToro 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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
12 months ago
Translation
They do not respond to either emails or chat, and the withdrawal needs to be processed before it can go through. Their policy states that it should only take a few minutes before the money is received on the designated payment method that I use. But nothing is happening. This site is a disaster with no support responsibility to the players. The question is whether I will get my money or not.
Automatic translation:
Public
Public
12 months ago
Dear De.jag,
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
