Home Complaints Pocket Play Casino - Player’s withdrawal has been delayed.

Pocket Play Casino - Player’s withdrawal has been delayed.

Amount: €400

Pocket Play Casino
Very good reputation
Submitted: 27 Jul 2022 | Resolved : 25 Aug 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 month ago

The player from Finland has requested a withdrawal two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet.

Public
2 months ago
Translation

Hey,


I went home on 12.7. the amount in question and it's been over 2 weeks now and the money is still not in my account. They rarely respond to e-mails, and the last time they claimed it was a problem with the payment provider, and it's been more than a week since then.

Automatic translation:
Public
2 months ago

Dear Liero91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?

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. Assuming 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
2 months ago
Translation

Hey,


As I recall, I deposited by bank transfer and withdrawal.


"WAY

BankIBANWithdrawal"


Direct copy below the event. I received the first response from customer service, that it confirms that the withdrawal was made on 13.7. and can take 0-5 days depending on the payment method. There was no money and I sent several emails again. To which I received an answer on 20.7. that he was investigating the matter and had to put the account information about the deposit up to the day in question, and I provided them. That it appears that the money has not reached me. 22.7. I was informed that the payment department has issued a report to the payment provider and then I haven't heard anything from them and my latest e-mails have not been answered.


Automatic translation:
Public
2 months ago
Translation

Hey,


I received the following reply today.


"Your payment failed due to a technical problem with the payment service provider.

We have now reworked it. It may take 0-5 days to appear in your bank account."


We'll see if it comes now or if we wait again in vain.


Automatic translation:
Public
1 month ago
Translation

It seems like it's been 5 days today and the money still doesn't appear in my account.

Automatic translation:
Public
1 month ago

Thank you very much, Liero91, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Public
1 month ago

Dear Liero91,

 

This is Tomas and from now on, I will be assisting you with this case.

I have reviewed your situation and I would suggest waiting for 2-3 more business days to see the payment appear on your account.


Please update us regarding the status of your payment at the end of the week and if you still haven't been paid, I will contact the casino regarding this matter.


Thank you.

 

Best Regards,

Tomas

Public
1 month ago
Translation

Hey,


The money still hasn't arrived. From there I got the same processing messages as before when I asked about them, that it has been transferred to the payment department for clarification. You just get the feeling that the payment is being cheated here. I bet that waiting a few days won't change the situation when they've been waiting for almost a month.

Automatic translation:
Public
1 month ago
Translation

This is to confirm that the money still hasn't arrived. This is now the more than 2-3 days you asked to wait. And I have not been contacted about the place in question.

Automatic translation:
Public
1 month ago

Thank you Liero91 for updating us with the information.

 

In this case, I would like to invite Pocket Play Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Pocket Play Casino,

Can you please provide an update on the status of the player's withdrawal?

 

Kind regards,

Tomas

Public
1 month ago

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’.

Public
1 month ago

Dear Liero91,

 

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint 'unresolved' in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.


I wish I could be of more help.

 

Kind regards,

Tomas

Public
1 month ago

We’ve reopened this complaint as the player confirmed that he has received the payment.


Here's a direct quote:

"Hi,

the money had now arrived

- Jani"


As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 


Kind regards,

Tomas

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