Raptor Casino - Player believes that their withdrawal has been delayed.

Requested two withdrawals, one of 5,000 euros, one of 4,000 euros. The maximum withdrawal amount per withdrawal is 5,000 euros. Hence two withdrawals.

after two days and no money has arrived, I contact support. Gets the answer that they should contact their payment provider.

after a few more days I get a reply that their payment provider has had technical problems, but that they have sent the money to another payment provider who will make the payment.

After a few more days, I still haven't received the money, and now get the answer that they can't get in touch with their new payment provider.

Three days in a row I have now received this message that they have not received any response from their payment provider. Ask them to restore my withdrawals so I can make E-Walley withdrawals as it is direct. Got the answer that it doesn't work because they sent the money to their new payment provider which they say they can't get hold of. A total of 8 days have passed and you get different versions every day. How is it that in three days you do not get an answer from your "payment" provider?

I want my money, either back in my game account so I can withdraw via e-Walley or in my bank account.

Dear olleand,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My KyC is approved and previously made a withdrawal of 320 euros and this smaller amount was paid out within two days. Four days later I request the withdrawal my complaint is about and then it's technical problems and excuses.

But I will return in 6 days, then 14 days have passed if the matter has not been resolved.

Chat started on 24 Mar 2023, 01:33 PM (GMT+0)

(01:33:59)*** Olle A*** joined the chat ***(01:33:59)Olle A***

My money

(01:34:07)*** Kate joined the chat ***(01:34:13)Kate

Hi Olle! Welcome to live chat!

I'm Kate, and I will be assisting you today.

(01:34:46)Olle A***

Yes I want my money and no more excuses it’s been 4 days and all you say is that you can’t contact your provider if payments

(01:35:23)Olle A***

Nothing takes 4 days to get in contact with anyone on this earth

(01:35:48)Kate

we are waiting to hear back from the payment provider Olle - this was emailed to you yesterday

(01:36:29)Olle A***

And I say it doesn’t take 4 days to get hold of anyone on this planet. How come it takes you 4 days and still no contact if a new payment provider ??

(01:36:45)Olle A***

One amil

(01:37:03)Kate

Yes it does Olle - because our payments department said yesterday it is being investigated and we have to wait to hear back

(01:37:13)Kate

so I don't have any more information to give you at the moment

(01:37:36)Olle A***

Why does it have to be investigated ? It was a new payment provider that handled my payment

(01:37:48)Olle A***

So what has to be investigated?

(01:37:57)Kate

because we sent the money and now we have to wait for a reply from the payment provider

(01:38:55)Olle A***

What ? You send my money to a new payment provider since the "old" one had technical issues , and the new provider is paying my money to me , WHAT has to be investigated????

(01:39:25)Kate

Sorry? No - it is being investigated with the payment provider so we must wait for news from them

(01:40:03)Olle A***

No, email conversation stated you used a new payment provider since old one had technical issues , so what is being investigated?

(01:40:31)Kate

Yes so we need to know why the withdrawal is taking a long time so this is what we are investigating with them

(01:41:59)Olle A***

So you investigate why my money hasn’t arrived instead of taking back the money and put them back on my balance so I can withdraw with e wallet instead?

And why do you investigate why it takes so long time instead of cancelling the transaction!!!????

(01:42:28)Kate

Olle - I have informed you that they are looking into it - when we have a reply we will inform yuo

(01:42:42)Kate

there is nothing more I can assist you with - we will be in touch as soon as possible

(01:42:57)Olle A***

And what’s the time limit for this investigation?? Before you decide to give me my money soon 10 days

(01:43:27)Olle A***

You do realize how this all sounds right ?

(01:43:33)Kate

I don't know Olle - If I did I would inform you - as soon as we hear back from them - I asked yesterday for an update and they said they were looking into it

(01:43:52)Olle A***

Haha sorry looking into it for 4 days

(01:44:36)Olle A***

but you do realize the absurdity of this whole situation? I’m as a player is getting shit cause you can’t get hold of your provider ???

(01:45:02)Kate

We have got hold of them and we are in touch with them - they are looking into it

(01:45:15)Kate

Olle there is nothing more I can assist you with here

(01:45:37)Olle A***

And the are looking into it for four days ? How hard is it ??? It’s not rocket science

(01:45:57)Kate

Yes they are Olle - so when we hear back we will inform you

(01:46:19)Olle A***

Ask them to resend the funds to my balance instead not hard , so I withdraw with e wallet , that’s not much to ask for

(01:46:49)Kate

Olle we will be in touch - there is no news for now

(01:46:51)Olle A***

Problem is you never seem to want to give me any money , it doesn’t take 4 days to send money

(01:47:14)Olle A***

You and me both know that

(01:47:22)Kate

We are going round in circles - there is no news at th moment - we will be in touch as soon as we have information for you

(01:47:36)Olle A***

The circle is not my fault is it ?

(01:47:53)Olle A***

I have deposited money to what I thought was a legit site of business , and still

(01:47:57)Olle A***

im getting the shit

(01:48:02)Kate

Nor mine Olle - The update is - we will get back to you as soon as we have information from thr provider

(01:48:13)Olle A***

Don’t you work for raptor casino ?

(01:48:28)Olle A***

Whom should I turn to for complaints?

(01:48:46)Olle A***

And you haven’t even compensated me with anything more then same answer for four days

(01:48:55)Kate

We are sorry to hear that you are unhappy with our services. Should you decide to file an official complaint, you can do so by sending an email to:complaints@raptorcasino.com.

01:49:38)Olle A***

so Kate in your opinion , you think you handled this situation good ? 4 days without any answers ? Does it really sound appropriate?

(01:50:15)Kate

Olle I can totally understand your frustration - we have a process and this is waiting for an answer from the payment provider

(01:50:30)Olle A***

You are in contact with them you said ?

(01:50:47)Kate

Our payments department is yes

(01:51:45)Olle A***

Well Kate this is beyond outrageous, as I said before investigating why payments take so long is absolutely the weirdest excuse I’ve ever heard

(01:51:57)Olle A***

Maybe pay and then investigate

(01:52:07)Kate

Olle you have the complaints email - I have informed you we have to wait for a rely

(01:52:15)Kate

there is nothing more I can help you with

(01:52:37)Kate

As we haven't heard from you for a while, the chat will now be closed. Take care

(01:52:38)Olle A***

Absolutely outrageous

(01:52:40)*** Kate left the chat ***(01:53:06)*** Olle A*** left the chat **

So they are now running a new angle on the whole case.

this is the first time I have heard that an investigation has been launched into why it takes time for them to send money?

shouldn't the correct way be to actually transfer the money?? Not to investigate why it takes time to send the money? And if you now use a new provider of the payment service, why would it take time for them to send the money?

definitely sounds like a tactic to try and tire me out. The fact that you don't have a rule that says time limits for how long you can withhold payments makes me even more worried.

Close this complaint money has arrived

Dear olleand,

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,

Kristina

Casino.Guru