The player from Germany is unable to locate a €1000 withdrawal he requested, which does not appear in his transaction list or pending withdrawals. The winnings were later found and paid to the player, so we closed the complaint as resolved.
StickyWilds Casino - Player's pending withdrawal has vanished.
Amount: €1,000
StickyWilds Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Today, I requested a withdrawal for an amount of €1000, but it has completely disappeared.
Up until now, everything was working smoothly and it was possible to view your pending withdrawals under "Pending Withdrawals" or in the transaction list. However, the €1000 has now completely disappeared and is no longer appearing anywhere.
Despite the clear traceability in the history of the bets (see attachments), the customer support only responds that the withdrawal cannot be found.
The withdrawal and the money have therefore currently disappeared! I need help!
To explain: I had an open request for €800. I then played "Forge of Olympus" and was able to win approximately €216.
I then cancelled the pending €800 and subsequently withdrew €1000, leaving a balance of around €16 that I used for "Sugar Rush".
Automatic translation:
Public
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1 year ago
Dear jdjdnnl,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue.
Do I understand correctly that you cancelled the pending withdrawal request of €800 after you won €216? Has the pending balance of €800 been returned to your account immediately? In the screenshots you provided us with, I can see only a decrease from €216,91 to €16,43.
Could you please send me the screenshots of your entire transaction history? My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 year ago
Translation
Do I understand correctly that you canceled the pending withdrawal request of €800 after winning €216?
With the winnings from "Forge of Olympus" (€62.28), my account balance was €216.91.
At the same time, there was an open withdrawal request worth €800.
Was the outstanding amount of €800 credited to your account immediately?
Exactly. I canceled the open request for €800 and this left me with around €1016 in my account balance.
In the screenshots you provided us, I can only see a decrease from €216.91 to €16.43.
This is just an overview of the bets placed in slots. Since I canceled the €800 and paid out the entire €1000 without playing a slot, this is not shown in the overview.
That's exactly my problem: both in the overview of the stakes and in the transaction history, it is only visible that the open €800 was canceled, but the subsequent payout of €1000 can no longer be found.
The complete overview of the bets placed is displayed on the website with errors and gaps. I will send you everything I have available & hope you can help me!
Automatic translation:
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1 year ago
Translation
I now have more news.
Now the €1000 withdrawal request finally appears in the transaction list,
but my balance remained unchanged & the withdrawal status is set to Abandoned.
Despite multiple contacts and inquiries, I'm still not one step further. I ask for help!
Automatic translation:
Public
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1 year ago
Translation
After persistent writing and repeated contact, the missing €1000 was finally found and paid to me.
However, the support here was very disappointing, as I received no help for several days - neither by email nor here. I am very disappointed!
Automatic translation:
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1 year ago
Dear jdjdnnl,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
I'm sorry about your disappointing experience. Please bear in mind that we are solving several hundred complaints at the same time and we do everything that is in our power to solve each of them as soon as possible.
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,
Veronika
Casino.Guru
