The player from Germany had his withdrawal declined without further explanation. The issue was resolved, the player received his funds using a different payment method.
Regent Play Casino - Player’s struggling to receive his winnings.
Amount: €600
Regent Play Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Receive mail that my payment is on the way go to my account there is rejected and money is booked back
Automatic translation:
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3 years ago
Dear Nennee,
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 understand the whole situation completely. Have you completed the account verification successfully? Was this your first attempt to withdraw the winnings? Additionally, have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with the case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I got my account confirmation from regent casino, it is my first payment, documents are verified, I also get a winnings notification and that they congratulate me on winning, but do not pay out, I would have already shaded the casino 10 times Visa paid in and wanted to pay out with Visa because the casino says it would be ok, but the same application was always rejected although Promotions@regentcasino.comHello Gerd,
Regent Casino congratulates you on your winnings.
We hereby confirm that your payment of € 600 has been sent.
Here is an overview of the different payment methods and the duration:
Payment method Estimated Time NETELLER, Skrill, ecoPayz, PayPal 24 hours Credit / Debit Cards 3-5 working days Wire Transfer, InstaDebit 3-5 working days Bank Draft 10-13 working days each time you get a profit notification from them.
I keep getting this mail.
Edited
Automatic translation:
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3 years ago
Translation
Already 10 times will always be put off should apply for a new payment and nothing always happens the same
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3 years ago
Thank you very much Nennee for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Gerd,
I looked at your complaint and understand your frustration. I will try to contact the casino and see what can be done here.
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3 years ago
Translation
Thanks would be great if I finally got my money.
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3 years ago
Translation
Could you achieve what was rejected 6 times, even though I even gave them my bank details again by email, apparently they are unable to make a transfer or don't want to, what do I do now, turn on the lawyer?
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3 years ago
Hi Gerd,
I contacted a casino rep, he had some issues logging in on our website, but it should be OK now and he should reply soon.
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3 years ago
Translation
Finally transferred via bank account did not go through Visa, then went quickly.
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Automatic translation:
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3 years ago
Hello Gerd,
Thanks for the update. I'm glad to hear you received your funds. I will now mark it as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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