Refuel Casino - The player is experiencing difficulties withdrawing her winnings from the casino.

Made my first withdrawal on Friday the 17th of February then I received a notice that the money would be paid within 24 hours, continued to play the next withdrawal on the 18th says a notification that the money is paid on the first bank day, on Monday the 20th is my bank account minus several thousand, I don't have a credit card!

The same amount of 10 Euro has continued to be withdrawn several times, all the money I receive during the week continues to be withdrawn, no winnings are coming in, I have now been waiting for exactly three weeks, they asked me to send in the balance from my bank on pdf to refund the incorrect withdrawals. Something that would happen automatically according to them if it had gone wrong, instead my gaming account was credited with 150 Euros as repayment for the incorrect debits which in my opinion amounted to 480 Euros, the 150 Euros I was credited to my gaming account I could, however, withdraw immediately and they ended up in my bank account instantly.

But unfortunately not the two withdrawals that I made on February 17 and the 18th

Dear Nordic1,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? What is the status of the transactions as they appear in your casino account?

Looking forward to hearing from you.

Best regards,

Tomas

I have made several withdrawals before without problems, it has arrived instantly as they say on their site that it should.

They claim that they have problems with their "payment provider", I don't know what to believe, on the outlet it says "Initialised"

They have promised me several times that money will be paid "today" two days in a row ten days ago, nothing has happened now exactly three weeks.

Thanks for your patience.

Is your withdrawal still not processed? Have you received any additional feedback from casino support? Please forward the most recent feedback to my email at tomas@casino.guru, or alternatively post it here. I'll await your reply.

Hi, Happily, my winnings were paid out yesterday, March 15th.

Dear Nordic1,

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,

Tomas

Casino.Guru