The player from Germany has requested withdrawal a few days ago. It has been pending since. Player’s complaint has been resolved successfully.
Pocket Play Casino - Player’s experiencing difficulties withdrawing his winnings.
Amount: €6,000
Pocket Play Casino
Safety Index:Above averageSafety Index
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I would like to make a complaint through www.pocketplay.com. There I made several deposits last Thursday, which were also immediately available on my game account, as these were transferred via immediate transfer. Now I would like to request a payout and the casino has been delaying this payout for 5 days on the grounds that a confirmation from the payment provider, in this case Klarna, is pending. After a telephone consultation with Klarna's customer support, I was informed that a confirmation as such does not exist for a real-time transfer. If so, I would ask you to contact Casino Pocket play and then contact him. There were several amounts that were all credited to my gaming account or that I could use immediately. However, pocket play would like to have another confirmation that the transaction is now complete, which seems illogical to me, since it has already been described above and confirmed by your telephone support that this is not the normal case.
Automatic translation:
Public
Public
3 years ago
Dear Kaan,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Dear Kaan,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Translation
Additional comments from the player:
"Everything has been cleared up. Klarna can no longer be used in the casino. Thank you very much
Sent from my iPhone"
Automatic translation:
Public
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3 years ago
Thank you very much, Kaan, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
Public
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3 years ago
Translation
Additional comments from the player:
"The case can be closed."
Automatic translation:
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kaan, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
