Refuel Casino - Player’s withdrawal has been delayed.

Made 2 withdrawals august 17th, got one of them 2 days later, but not the second one. When contacting the payments team, they say that it says "Completed" in their books, and do little to nothing to help me get my funds. At first I was told to wait 5 business days, which I understand. When I contacted the payments team on the 6th day, I was told to wait even longer, because "it may arrive", without showing any interest to even look into the case.

Dear Marius,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Have you received any transaction tracking number from the casino?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing 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.

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

Best regards,

Petronela

Yeah I kind of understand that I am advised to wait two weeks for it to be in my account. But my problem here is that just the same thing happened to me at their "Sister" casino (mountgold.com), where they handled everything in a very professional manner, and found out they had made a mistake very early on in the process, and instantly took corrective actions. I kindly asked customer service why I didn't get the same treatment there, without any real response to the question.

Furthermore, my case was sent to their payments team for investigation, and I was told to send them a copy of my bank statement, probably for them to check if I actually hadn't received the funds or if I was lying. That case has now been laying with their payments team for just shy of 20-24 hours, and I haven't even got as much as an update on where my case is. If they have a reason for my money not being in my account yet, I am totally fine with it, even if they have made a mistake, its no worries, we are all humans that make mistakes from time to time.

The core of my problem here, is that they don't tell me anything, and don't give me any info regarding where my case is, or if they have discovered any problem.

Thank you very much, Marius, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Marius!

From now on, I will be taking care of your complaint. I would like to invite representatives of Refuel Casino into this complaint, in order to help us resolve the issue with the payment.

We would like to ask Refuel Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

I don’t think a 7 day extension is gonna do anything unfortunately…

Hello Marius!

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I can understand that this kind of resolution may not be satisfactory, therefore I would like to suggest you to contact the casino's licensing authority (https://www.mga.org.mt/support/).

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.