The player from Austria had issues with the casino refusing a payout to her Visa card, which she had previously used for deposits without a problem. Despite her account having been previously verified, the casino suggested alternative payment methods, which she could not access. After much back and forth, the casino eventually paid out via Swift. We marked the issue as resolved after the successful withdrawal via Swift.
Quatro Casino - Casino refuses to payout to player's card.
Amount: €1,220
Quatro Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I have deposited quite a bit with my new Visa card ending in 9023 and there were no problems. Now the casino is refusing to payout to the credit card!!!!
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7 months ago
Dear Diader66,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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,
Tomas
Casino.Guru
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7 months ago
Translation
I have been informed about alternative payment methods, but I have no other access. Paying out with Visa also worked in the past, why not this time? I want to know the exact reason!!!
My account has been successfully verified and you also have a photo of the new Visa card (the old one was lost).
I hope to resolve the issue as quickly as possible - so please continue to pay out to the new Visa card as before! Everything is fine with my provider!
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7 months ago
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Thomas, this has been going on for a long time! Are there any new findings? Will payments finally be made to Visa card 9039?
LGCK
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7 months ago
What alternative payment methods have you been informed about?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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7 months ago
Dear Diader66,
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.
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7 months ago
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Casino has paid out via Swift, but a new withdrawal request is currently pending, please wait - should hopefully be resolved this week
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7 months ago
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But I would still be interested to know why they don't pay out to Visa!
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7 months ago
Dear Diader66,
I am sorry that this is not something we can help you find out.
I'm glad to hear that you were able to withdraw your winnings 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 issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
