PrinceAli Casino - Player is experiencing difficulties with his withdrawal.

i am not able to withdraw.

prince ali advertise crypto and bank transfer for deposit and withdrawal (i deposited with ltc).

when i have tried to withdraw none of these methods show. only skrill and neteller show (i don't have these) but if you try and use these it says 'error'.

i have contacted support on chat but they are not helpful.

i have emailed three times over the past four days and no one is getting back?

i want to withdraw with crypto which is what i deposited with.

i have no active withdrawal options at the moment.

Dear denielhorvat,

Thank you very much for submitting your complaint. I’m sorry about your issue with PrinceAli Casino. Before we move forward, please allow me to ask you a couple of questions.

Is this your first withdrawal request from this casino? Have you passed the KYC verification? Have you received any explanation from the casino about the reason why no cryptocurrency withdrawal options are available to you?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your response.

Best regards

Veronika

passed kyc, no explanation on why they arent there.

No response on email, chat suppport is very poor unfort

I advise you to ask customer support which payment methods are available for withdrawal in your country. If there is just one method available, I'm afraid you'll have to use it. In that case, you will have to make at least a minimum deposit in that particular method, verify it and wager the deposit according to the Terms and Conditions, so that you'd be eligible for withdrawal.

Support have told me bank withdraw and crypto should be there. But they are not. they said only finance could sort it out.

I emailed finance 7 times but no reply.

this why I need help

Thank you very much, denielhorvat, for providing all the necessary information. I'd like to invite a representative of PrinceAli Casino to join the conversation and participate in the investigation of the case.

i have now sent 10 emails to them chasing this over two weeks. the finance team simply do not respond

Hello, Deniel Horvat. We would like to inform you that the problem with certain payment methods not appearing has been fixed. We recommend that you log in to your account and verify it once again.

Regards,

Levi

Communications manager

Thank you, Levi, for your response.

Dear denielhorvat, please have a look into your account to see if you are able to request a withdrawal.

Hello,

The bitpay option (which is crypto) which I used to deposit is still not showing?

your site says on its banking page it should be working and should take two days?

thanks

Dear Levi,

will the crypto option be available for this particular player? Or will he have to choose one of the other methods that are available for him in the account right now?

Hello Veronika and denielhorvat,

Finance has declared and we have notified the player. Currently, PrinceAli does not have the option to withdraw funds via cryptocurrency. Instead, he can make a withdrawal through a bank transfer.

According to our terms and conditions, we strive to facilitate payments using the same method the player utilized. However, if that method is not available, we provide an alternative option, which in this case is a bank transfer.

Best regards,

Levi

Communications Manager

Thank you for your answer.

Dear denielhorvat, as I mentioned before, the casino may decide which payment methods they provide for deposits and withdrawals. Since the bank transfer is the only option currently available for withdrawal, you will have to make at least a minimum deposit in that particular method, verify it and wager the deposit according to the Terms and Conditions, so that you'd be eligible for withdrawal.

I can use bank transfer. But the casino seems to be falsely advertising crypto and various other methods? When none seem to be working? I don’t know the point in that

Bank transfer does not work either.

see attached.

I have tried three different banks

Hello denielhorvat,

I'd like to bring to your attention that our terms and conditions clearly state the rules and regulations for deposits and withdrawals. In compliance with industry standards, certain withdrawal methods may not be permitted due to banking regulations.

5. Withdrawals

5.1. When possible, we will pay back the withdrawals via the means you used for making deposits. If the withdrawal cannot be processed in this manner, you will be asked to select another payment method from the list we display on the website. "

Regarding the issue you mentioned about the withdrawal not working for you, we currently have no known problems with our withdrawal system. I recommend reaching out to our support team once again for further assistance. Additionally, I will personally follow up with our financial team to see if they have any additional suggestions or solutions.

Best regards,

Levi

Communications Manager

Dear denielhorvat, have you tried contacting customer support regarding the error with the bank transfer?

Dear denielhorvat,

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

Hello Veronika,

Please be aware that the payment was successfully processed at 13:44 on June 6, 2023.

Best regards,

Levi

Communications Manager

Dear Levi, thank you very much for the information.

Dear denielhorvat, can you please confirm that you received your winnings, so we can close this complaint?

No i have not.

I have chased and the bank i setup to receive them said they were rejected due to risk management.

I have now chased prince ali/mag spin finance for the last three days but not heard back.

I am on holiday but keep checking my phone

Do I understand correctly that the funds were rejected by your bank?

Yes.

The casino flagged up as high risk. They have been returned to Prince ali. But these are not showing in my account.

my emails to the casino have been ignored

Dear Levi, could you please look into the matter?

the money has re credited my prince ali account.

my issue is though that the two banks i managed to get do not accept gambling transcations?

the site has skrill showing as available for withdrawal *see attached evidence.

however onliune people say skrill does not work and this group advertises multiple methods but the only one that works is bank transfer?

what should i do?

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’ which may negatively affect its rating.

Hi denielhorvat,

We do not have authority over the banks you utilize, and Skrill is unavailable in your region due to regulatory constraints. We can only recommend that you consider using a different bank.

Kindly note that this matter is not related to our processing; rather, it pertains to the specific banks you are using.

Best regards,

Levi

Communications Manager

I have used a different bank I got online.

Skrill works fine on my other two casinos in Croatia and Skrill itself is license in Croatia so you are lying, there are no regulatory constraints. Casinos should also be paying tax in croatia and license by the government which you are not.

You also advertise Skrill on all your casinos but after starting a thread on a well known casino site users told me Skrill does not work on any of them and you use bank transfer only as withdrawal method as it’s cheap….

Hi denielhorvat,

Thank you for expressing your concerns regarding Skrill availability in your region. We apologize for any confusion or inconvenience caused by our previous response.

We understand your frustration and would like to clarify the situation. While Skrill may be licensed and operational in Croatia, our decision to not offer Skrill as a payment option is due to internal banking regulations specific to our platform. These regulations are in place to ensure compliance with various financial laws and regulations, including those related to money transfers and anti-money laundering measures.

Regarding your statement that you have successfully used Skrill with other casinos in Croatia, we appreciate your feedback. However, each casino operates independently and has its own policies and partnerships with payment service providers. While Skrill may be available on other platforms, it does not necessarily mean that it will be offered on ours.

Once again, we apologize for any confusion caused by our previous response and any inconvenience you may have experienced. We appreciate your feedback and will take it into consideration as we continuously evaluate and enhance our services.

However, allow me to emphasize a couple of important points.

Firstly, our terms and conditions clearly state that we may not always process withdrawals back to the same method used for deposits, as mentioned in the previous posts. This is in line with our policies and procedures and clearly defined in our brands terms and is the industry standard.

Secondly, it is crucial to note that the Croatian market has been closed, and we have taken the necessary steps to restrict access from this geographical location across all our brands. We are fully aware of this regulatory change and have implemented measures accordingly.

Considering the aforementioned information, we are committed to assisting you in reprocessing your withdrawals. However, it is essential for you to provide us with a bank account that can accept the funds. This particular aspect is beyond our control and relies on your cooperation to furnish the necessary details.

Best regards,

Levi

Communications Manager

Money in new bank I setup.

this can be marked as resolved

Dear denielhorvat,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru