The Online Casino - Player’s withdrawal request is being processed incorrectly.

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.

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

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.

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.