HomeComplaintsPocket Casino - Player’s withdrawal has been delayed.

Pocket Casino - Player’s withdrawal has been delayed.

Amount: €2,500

Pocket Casino
Safety Index:Below average
Submitted: 13 Jul 2022 | Case closed : 28 Jul 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Germany requested a withdrawal almost 2 weeks ago prior to submitting this complaint. It has not been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago
Translation

I've been waiting since July 3rd, 2022 for my payout of €2,500 from Pocketplay Casino. Contacted the chat very often, but I kept getting consolation or excuses, among other things, the money should have been on it etc. etc...


Automatic translation:
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2 years ago

Dear Cologne89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Let's give it a few more days and if you don’t receive your winnings, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

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2 years ago
Translation

Okay, then we'll wait a little longer

Automatic translation:
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2 years ago

Dear Cologne89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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2 years ago

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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