Pulp Casino - Player’s withdrawal has been delayed.

I deposited yesterday and the amount I deposited was £600 and they’re taking £629.I’m not happy with this. They said they take no fees and that it could be my bank taking them - also on your review here you say they pay withdrawals within 3 to 5 days but they said it’s 5 days. I really hope they pay me out -

Dear Carnor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

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, I truly believe it’s only a matter of time before you’ll receive it.

Additionally, could you please advise in which currencies are your accounts held (bank and casino account)? Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by the banks. 

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello

i deposit with GBP and the casino uses Euros. I contacted my bank and they incur the charges so nothing I can do really . I am expecting my withdrawals x 3 of £200 each this Friday 17th December and hope I receive them

Additional comments from the player:

"I deposited £100 today and went on chat as the money hasn’t credited to my account and was told they’re having technical issues with a third party. Never experienced this before. Told I have to wait 8 hours

I requested a deposit limit if £300 to be set when I joined the casino and it was not. I have been able to deposit a lot of money and I have won £600 . I have deposited £1400 and would like £500 back as they don’t seem to care if you have a limit if not. Too many issues on here including held back deposit. Strange deposits and no responsible gambling procedures. I have deposited"

Thank you, Carnor, for your reply.

I understand that the bak has applied a processing fee. You are right, unfortunately, there's nothing we can do.

Regarding your misplaced deposit, I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Looking forward to hearing from you.

Hello

The deposit did eventually go onto my casino account and that is resolved,

however I do not understand why it would not be credited to my account immediately- very odd.

I shall wait for the 5 business days to see if I receive my winnings and then chase up if not.

The other issue is that I requested by chat that they set my deposit limit at £300 and it was not set. I was therefore able to deposit more and obviously that is my fault but I would have expected the limit to be set immediately and this cannot be set by the player. The casino has to do it. After I had exhausted an amount that I really did not want to, I then went on chat again and asked them to set my limit at £100 and I received an email to confirm it was set at £100. Why did this not happen in my first chat when I asked for it to be set at £300?

I do not like their withdrawal procedure overall as they do a bank transfer and do not have my card saved on their site to enable them to send the funds direct to that card.

the only other thing is I did not receive a welcome email and had to go on chat to check out bonuses etc. As I say I only received one email advising they my deposit limit was now set at £100 so why did they not email me when I set it at £300 and then I would not have been able to deposit more.

I'm happy that your deposit has been successfully credited.

Could you please forward any supporting evidence that you have requested a €300 deposit limit? My email address is petronela.k@casino.guru.

I have no supporting evidence. I chatted with them about it on Sunday abd did not receive any communication back yet when I set it again by chat to £100 after I had deposited too much they emailed me to say it has been set -

I now have supporting evidence and I will email you.

I now have supporting evidence that I set my deposit limit prior to depositing any funds. I have emailed you separately and added the photos of my chat with pulp casino today

Thank you very much, Carnor, for your email. I have replied to you.

We will continue our communication via emails for now.

Hello - thank you for your email. I understand what you mean in respect of my winnings and therefore I will take the complainant no further. I will wait for my winnings and if I have any issues with that I will let you know. Thank you for your help

Please keep me informed about your withdrawal. Thank you in advance.

I will keep you informed. Thank you

I now have my winnings from pulp casino and today they have credited £100 into my casino account also. I complained that I had been charged over £100 for bank charges and that I was unhappy and asked for at least £100 to be added to my casino account and they have do all in all quite happy now . Thank you for your help

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Carnor, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru

Thank you for your help

We’ve reopened this complaint as per the player’s request.

Additional comments from the player:

"Hello

I reopened my complaint as I have not received my second withdrawal which I requested on 18th December.

I was advised on chat by Pulp that this has been processed and yesterday I was informed that my IBAN was incorrect. I am sure they could have checked this against the one I provided for my first successful withdrawal.

I’m not sure if I am going to receive this second withdrawal of £400 and I am worried about it. I chase up daily. How long do you consider as acceptable?

Kind regards

Carol N*****"

Thank you very much, Casbar1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello

i have again provided my IBAN number on chat and also sent a screenshot by email. I trust they have the correct details now to make the transfer. I was just surprised that they did not keep my bank details after the first withdrawal

Hello Carol,

I am sorry to hear you are experiencing similar issues again.

Regarding your question above, we advise players to be patient and after requesting their withdrawals to wait at least 14 days before submitting a complaint. In some exceptional cases, it can even take several weeks or months for withdrawals to be fully processed.

However, as you have already dealt with a similar situation recently, I would like to invite Pulp Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Pulp Casino team, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you for your help. I have now received my winnings. Happy new year

Thank you, Carol, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.

Best regards,

Branislav, Casino.guru