The player from Italy requested withdrawal. Then he decided to cancel the withdrawal to continue playing, however, the funds weren’t returned to his casino account. This issue was successfully resolved.
The player from Italy requested withdrawal. Then he decided to cancel the withdrawal to continue playing, however, the funds weren’t returned to his casino account. This issue was successfully resolved.
The player from Italy requested withdrawal. Then he decided to cancel the withdrawal to continue playing, however, the funds weren’t returned to his casino account. This issue was successfully resolved.
Hello, I wanted to report a problem, last night I made a payment of 100 euros (I have to say that I sent the necessary documents days ago and that I have already received two credits on my mastercard account). I won another 100 euros with the live casino (I play live only) and requested a withdrawal of 200 euros. The system accepted the withdrawal and displayed it as "pending". I decided to suspend the withdrawal to play again and clicked on "cancel withdrawal" (so I should have immediately displayed a balance of 200 euros in my gaming account). Well, the money has disappeared, at the time of writing, my money (200 euros) is not present in the withdrawal and not even in my balance (I made all the screenshots of both the balance, the withdrawal made and the transactions made including you play at the live casino). I asked for support via live chat (I also made transcripts of this conversation) and at the moment they haven't solved the problem yet! it is absurd that after 4 hours, plus a message sent via email (to which I have not even been answered) still does not come to the end. I want my money back.
Buongiorno, volevo segnalarvi un problema, ieri sera ho effettuato un versamento da 100 euro (premetto di aver inviato giorni fa i documenti necessari e che ho già ricevuto due accrediti sul mio conto mastercard). Ho vinto con il casinò live (gioco solo live) altri 100 euro e ho richiesto il prelievo di 200 euro. Il sistema ha accettato il prelievo e lo visualizzava "in sospeso". Ho deciso di sospendere il prelievo per giocare ancora e ho cliccato su "annulla prelievo" (quindi avrei dovuto visualizzare immediatamente nel mio conto gioco un saldo di 200 euro). Ebbene, i soldi sono spariti, al momento in cui scrivo, i miei soldi (200 euro) non sono presenti ne nel prelievo e nemmeno nel mio saldo (ho fatto tutti gli screenshot sia del saldo, che del prelievo effettuato sia delle transazioni effettuate comprese le giocate al casinò live) . Ho chiesto all'assistenza mediante chat live (ho fatto le trascrizioni anche di questa conversazione) e al momento non mi hanno ancora risolto il problema! è assurdo che dopo 4 ore, più un messaggio inviato via mail (a cui non mi è nemmeno stato risposto) ancora non se ne venga a capo. Rivoglio i miei soldi.
Dear Davesaint,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. This seems like some technical issue. Is the casino trying to resolve this problem?
Could you please send me any relevant communication between you and the casino? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Dear Davesaint,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. This seems like some technical issue. Is the casino trying to resolve this problem?
Could you please send me any relevant communication between you and the casino? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
Kristina, thank you for your help and your promptness in answering me. I inform you that I have just received the money in my account and that I have immediately requested payment.
Thank you again. 🙂
Kristina, grazie per il tuo aiuto e la tua tempestività nel rispondermi. Ti informo che ho appena ricevuto il denaro sul mio account e che ho provveduto immediatamente a richiedere il pagamento.
Grazie mille ancora. 🙂
Fantastic news, Davesaint! Should I keep the complaint opened until you receive your withdrawal, or can I consider it as resolved and close it?
Fantastic news, Davesaint! Should I keep the complaint opened until you receive your withdrawal, or can I consider it as resolved and close it?
Hi Kristina, the problem I had was about the disappearance of the funds. So for me it can be closed, if I have a problem with the withdrawal I will worry about entering another complaint. (I hope not) 😀
Thanks again for your support.
Ciao Kristina, la problematica che ho avuto era sulla sparizione dei fondi. Quindi per me si puà chiudere, se dovessi avere un problema sul prelievo mi preoccuperò di inserire un altro reclamo. (spero di no) 😀
Grazie ancora per il tuo supporto.
Thank you very much for confirmation. As the issue has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and 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.
Thank you very much for confirmation. As the issue has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and 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.
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