HomeComplaintsPronto Casino - Player’s experiencing difficulties withdrawing his winnings.

Pronto Casino - Player’s experiencing difficulties withdrawing his winnings.

Amount: €600

Pronto Casino
Safety Index:High
Submitted: 13 Jun 2021 | Case closed : 28 Jun 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Estonia has requested withdrawal two days ago. It hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago

I have had many chats with casino already. I have made all kyc stuff. My documents, bic and bank statement. They say they have already sent out the withdrawal. All the previous ones came to my bank account quickly. But now I have already waited over 24 hours. I upload also the account history file

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3 years ago

Dear Sander,

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


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3 years ago

Dear SanderSeire,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.


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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 

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