The player from Germany has requested withdrawals ten days ago. it has been received.
Pocket Play Casino - Player’s withdrawals have been delayed.
Amount: €2,200
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
2 years ago
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2 years ago
Translation
Hello, I'll try this way again. I have on 11/29 and 11/30 requested two withdrawals. Once in the amount of € 1,200.00 and once in the amount of € 1,000.00.
You told me that this was carried out on December 1st. I have not received a payment to date (December 8th).
In the days before I asked several times, the support said either it would take 1-5 working days, then they said there were delays and then they said I should send account statements via pdf. I have sent you these bank statements and other documents. When asked why there are delays, I have not received an answer so far. The 1-5 working days are now overdue.
Unfortunately I don't know what else to do.
Automatic translation:
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2 years ago
Dear hhillers,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Could you please advise if it were your first withdrawal attempt in this casino? Which payment method you have opted for? Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?
If there’s any relevant communication from the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Yes, this was my first attempt to withdraw from this casino.
I chose bank transfer. No, no transaction number, but confirmations by email and live chat that you paid out on December 1st.
Unfortunately, I am held back with the same statements over and over again ..
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2 years ago
Thank you, hhillers, for your reply and forwarded transcript. Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.
I will set the timer to additional 4 days and if there's no development by Tuesday next week, we will intervene. I do appreciate your patience.
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2 years ago
Translation
Thank you, I hope it doesn't take another 4 days.
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2 years ago
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Unfortunately still not received any money.
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2 years ago
Thank you very much, hhillers, for your reply. I will now transfer your complaint to my colleague Viliam 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.
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2 years ago
Hello hhillers,
I looked at your complaint and will do my best to help you. I would like to invite Pocket Play Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
We can unfortunately not go into details as to why the player withdrawal was delayed but can confirm that the players in question has been paid the withdrawals. We are sorry for inconvenience caused.
Best Regards,
Team Pocket Play
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2 years ago
Translation
Got the money on December 14th. The case can be closed.
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2 years ago
Dear hhillers,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
