The player from Germany requested a cashout more than two weeks ago. Unfortunately, the funds weren't received yet. We closed the complaint because the player confirmed they received his funds.
Player's struggling to receive his withdrawal
Amount: €3,400
Beastino
Submitted: 24 Apr 2023 | Resolved : 16 May 2023
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello Casino Guru Team,
I've been playing at casino "https://beastinocasino.com/" (licensed under Mountberg BV) since March 23
I deposited €350 via "Nodapay" on 03/19/23 and with a bit of luck I had earned €3,400 which I wanted to pay out.
My account was fully verified fairly quickly.
On 03/24/2023 I received confirmation that my withdrawal was approved. To date, however, the money has not arrived in my account. It's been exactly a month now.
I checked with support almost every day, presented bank statements, etc.
The casino claims that your payment was correct and that I should contact my house bank.
I've been to my local bank, but they couldn't find a transaction of €3,400.
The support is very friendly and tries to be helpful. Unfortunately, he doesn't get any further. I keep getting stopped.
Please keep the following attachment confidential :
Automatic translation:
Public
Public
1 year ago
Dear Neptun07,
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 have a clear picture of the situation.
- Did the casino provide you with a reference number for the transaction from their payment processor?
- Do I understand correctly the casino accepted the bank statements from you in order to investigate the issue?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 year ago
Translation
Hello Thomas,
Unfortunately, I did not receive a transaction number. The bank statements have been accepted. I successfully implemented the welcome bonus.
Best regards
neptune07
Automatic translation:
Public
Public
1 year ago
Thanks for the clarification,
Before we try to reach the casino, could you please send any relevant communication (chat transcripts, emails) between you and the casino? My email is tomas@casino.guru
Looking forward to hearing from you.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Hello Thomas,
as requested, a selection of my chat histories are attached. On 04/26/2023 the casino finally sent me a payment receipt. I went to my house bank with this receipt. My house bank examines the payment transactions. As soon as I have information I will report back.
The money is still not in the account.
The attachments are strictly confidential:
Best regards
Neptune
Automatic translation:
Public
Public
1 year ago
Thanks for the update.
Was the investigation of your bank successful? Was your withdrawal processed? Please let me know about any news.
Public
Public
1 year ago
Translation
Hello Thomas,
the transaction was not carried out. The casino overlooked that the money was transferred back.
Last Tuesday (after 30 days!) the money was back in the casino.
The day before yesterday I tried a payout via BTC. This is on hold.
As soon as I have new information, I will publish it.
greeting
Neptune
Automatic translation:
Public
Public
1 year ago
Translation
updated 5/5/23
2000€ finally arrived in my wallet (weekly limit).
The balance (€1400 requested)
Greetings Neptune
Automatic translation:
Public
Public
1 year ago
I am glad to hear you were able to request a withdrawal and it was processed successfully. Please let us know about the remainder of your winnings when you'll be able to make a withdrawal request again.
Looking forward to hearing from you.
Public
Public
1 year ago
Translation
The second payout (via BTC) also worked. Complaint can be closed.
Greetings Neptune
Automatic translation:
Public
Public
1 year ago
Dear Neptun07,
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
