Raptor Casino - Player's withdrawal wasn't received.

I have been waiting for 13 days now for a total of 5 withdrawals from Raptor Casino totaling 6900eur. They claim they don't know what happened and ask me to send document after document. Then they will contact my bank. They don't get in touch and talk about what happened. I have previous successful transactions from them, the most recent was 2023-03-20 and it is included in the attached appendix as a European payment on 2 occasions.

Dear langvigmicke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Do I understand correctly the withdrawal requests in your account say 'completed' but you haven't received the funds yet?
• Did the casino say they made any steps to resolve the situation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No, I have not used any bonuses

And I haven't received a cent from them even though it says completed the last payout that went through was 2023-03-20 the day after that they requested a new KYC verification which I later got through see attached picture

also send with my account statements it from Mars shows that they have my correct account number as they paid out 2 times 2023-03-20.

The casino keeps wanting more and more documents today I got an email saying they paid out the last payout today and I should have that money in my account tomorrow. Before when I asked why it's taking so long this time, it's because they don't pay out on weekends. So something feels really wrong with this casino

as you can easily see they are never satisfied they want more and more documents but don't seem to care I have sent the phone number to my bank but they have not called even though they wanted confirmation from the bank that no money in from them in my account.

They claim to have started investigating the problem but I have a hard time believing what they say

Thank you very much and I really hope you can help me

I have lots of emails that I can forward to you if you want and give me an address to send to

I received an email saying that the last withdrawal would arrive this morning but no money has arrived, get an email where they don't give a real answer anyway

Dear langvigmicke,

Thank you for your detailed explanation of the situation.

If the withdrawal was sent by the casino to your bank but the funds didn't arrive, it's common practice to request the bank statements from you first in order to make sure the funds indeed weren't received by you already.

Only after these documents are sent the casino will proceed to investigate the situation, as from their point of view they completed their obligations to you already.

I understand this must be frustrating for you and I hope the funds will be received by you in the end.

Could you please advise if there was any development since your last message? If there is any other relevant communication between you and the casino, please post it here or alternatively forward it to my email at tomas@casino.guru

I'll await your reply.

Dear langvigmicke,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.