The player from Germany has requested a withdrawal five days ago. It has been pending since. Player’s complaint has been resolved successfully.
Regent Play Casino - Player’s withdrawal has been delayed.
Amount: €3,000
Regent Play Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
Hello, I've been waiting for my payout for 5 days. It's about 3000 euros. With 6 different live chat employees I have been writing for 5 days now. Every time it means that the payout is processed and everything is fine, as it is also on a normal IBAN account with trustly. But nothing happens since 5 days it is still pending. You will be held back again and again and you will even be promised that the problem has already been passed on several times. At other casinos there were never any problems, not even with higher amounts where it was even 10,000 euros. I waited 3 days for a payout (same account, same payout method). For me, the site is now a bit dubious and I am just extremely disappointed.
Automatic translation:
Public
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4 years ago
Dear Julian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that this has been your first withdrawal request in this 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. Assuming 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 your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela.
This is not my first payout. On August 19th, 2020 I received a payment of 150 euros, which I also won there. This all went very smoothly very quickly and even in a weird credit card way. I am fully verified, you have all my details (ID, proof of residence, credit card, bank card) for over a month. That means there is no missing data or any evidence (documents). All supporters in the live chat assured me that it is already being processed. Nevertheless, nothing happens and, as I said, it is "permanently" (pending) in the process.
Thank you very much for the quick reply.
Best regards
Julian
Edited
Automatic translation:
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4 years ago
Nothing unusual about money transfer taking longer than a few working days. I fully understand your frustration but please allow it a little bit more time. If there’s no update by the end of next week, we will get involved. Thank you very much for your patience and understanding.
I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.
Public
Public
4 years ago
Translation
Hello.
the money was finally on it yesterday. I just find it naughty not to get any communication. But everything worked out, but for the public I will say no to the Regentcasino in the future.
Thank you for the quick response and your support.
Edited
Automatic translation:
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4 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Julian, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
