The player from Germany has requested withdrawal almost two weeks ago. It has been processed but never reached the player. Player’s complaint has been resolved successfully.
Pocket Play Casino - Player’s withdrawal has been delayed.
Amount: €2,000
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
Hi there,
I am having problems with a withdrawal. My account has been successfully verified. In the live chat I was told that the money was paid out on September 5th, 2021 via SEPA transfer. I have already asked the support several times, but I keep stopping. I should wait for an email from you as they are still investigating. A SEPA transfer shouldn't take that long, should it?
lg
Automatic translation:
Public
Public
3 years ago
Dear tcay,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal in this casino? Have you received any transaction tracking number from the casino?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hi there,
i received the money after 15 days. There were probably technical difficulties.
thanks
Automatic translation:
Public
Public
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, tcay, for your cooperation and 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
