The player from Germany had requested a withdrawal on August 18th, but after a series of delays and confusion regarding payment through MuchBetter, she still had not received her funds. Despite being informed that the payment was completed and advised to wait multiple times, she received inconsistent information and was unable to obtain a transaction ID from the casino for verification. The issue had been escalated to the finance department, and after further complications concerning her account registration, she submitted a new payout request via bank transfer. However, due to a lack of response from the player, the complaint was rejected.
Quatro Casino - Player’s withdrawal is delayed.
Amount: €1,050
Quatro Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 days ago
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3 weeks ago
Translation
I requested a withdrawal on August 18th, first via €Credit Card, which was also used for the deposit, but according to an email from the casino, this option is no longer available. Following this, I made a withdrawal via MuchBetter. On August 21st, I was informed via email and by a representative that the processing was complete and that the casino had released the payment on the same day. The next day, the payment had not yet arrived. I waited and then inquired again. Initially, I was asked to wait an additional 12 hours with a guarantee that the money would be there, but then they told me to wait 48 hours. I did as instructed, but I still have not received the withdrawal in my account. Each representative tells me something different. I also sent an email and three days later, I have yet to receive a response. Then I politely asked for the transaction ID or the reference number used for the payment, but they told me they don’t have one. I need this information for MuchBetter to verify where the money has gone. Then I was told to wait until tonight, which I did, but still nothing. Now I am supposed to wait 72 hours until the finance department contacts me sometime on Monday. I am very disappointed. Neither the casino nor MuchBetter is making an effort to resolve this issue quickly. They just keep asking me to wait. We need a transaction number as proof, but the casino won't provide it. Very disappointing. I really enjoyed the games because they were great...
Automatic translation:
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3 weeks ago
Dear Catmomiii,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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3 weeks ago
Translation
The case was forwarded to the finance department. After a lot of back and forth, I have now found out my transaction number and sent it to MuchBetter support so that they can locate the transaction. As soon as I know anything new, I will let you know.
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3 weeks ago
Thank you for the information. We still recommend you wait the full 14 days for your winnings to appear in your bank account. Nevertheless, if you learn anything else regarding your case, please forward the information to me at veronika.l@casino.guru. Alternatively, you may post screenshots here.
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3 weeks ago
Translation
The payout from August 18th could not be transferred because my casino account was registered in Mongolia for some reason. After checking and sending documents such as ID and proof of address, the account was changed. I requested a payout again on August 26th, but since the casino in my country does not offer MuchBetter as a payment method, this also had to be cancelled. I have now requested a payout via bank transfer. I hope that everything works out now, but I have to wait the 48-hour waiting period again. After the 48-hour waiting period, the payment will be released on the next working day. I will get in touch as soon as I have new information... I have never experienced anything like this before.
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2 weeks ago
Thank you, Catmomiii, for letting me know. Is your account now fully verified and has your country of residence been successfully changed by the casino?
When exactly did you submit your most recent withdrawal request? What is its current status? Has it been approved or is it pending in your account?
