The player from the United Kingdom was unable to withdraw winnings as the casino had sent funds to a frozen card, against his preferred payment method. The casino then rescheduled the same withdrawal to the same card. We attempted to assist the player by requesting additional information and extending the response time frame. However, we had to reject the complaint due to the player's lack of response, which prevented us from conducting further investigation or providing potential solutions.
The Online Casino - Player’s withdrawal request is being processed incorrectly.
Amount: £12
The Online Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.5
The Online Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
Not a big amount of money, but I’m more bothered about the principle here. They ignored my entirely verified and preferred method of payment for withdrawals and sent funds to a card I had frozen weeks ago (and certainly wasn’t used for the deposit). When that withdrawal failed, their robots just rescheduled the same withdrawal to the same card. And, in the absence of a finance team at weekends, their chat agents basically just told me there was nothing they could do about their own mistake. And then, more aggravatingly, stopped responding to what I believe were very valid concerns about their approach to the situation.
Public
Public
9 months ago
Dear z75s9zmj7h,
Thank you very much for submitting your complaint.
I'm sorry to hear about the frustrating experience you had with the withdrawal process at the casino. To better understand the situation and assist you effectively, could you please provide the following details:
- Can you specify your verified and preferred method of payment for withdrawals that was ignored by the casino?
- Do you have any documentation or proof regarding the frozen card that the casino attempted to send funds to?
- Could you specify how many days ago was the withdrawal processed?
- If the card has been frozen, could you please advise if the account associated with that card is still active?
- Have you made any attempts to reach out to the casino via email or any other means besides the chat agents?
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,
Petronela
Public
Public
9 months ago
Dear z75s9zmj7h,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
