Touch Casino - Player's withdrawal has been significantly delayed.

Closed my account, made an withdraw on the 30th of November and the remaing 48 need to be refunded. I contact them litterly 10 times by mail. 25 times by chat and contacted all their licenses and everything litterly nothing changed. This is the first message and last message. I also know that when you close your account an withdraw can take longer. I had that in Kansino, BetnFlix, OneCasino and way more so i know how its works.

'' Contact By Email (Andy) (11/04/2023 09:54 AM)

Hi Gino,

Thank you for contacting us. 

We would like to inform you that your withdrawal request and refund is still being processed and reviewed by the relevant department. You can be assured that we will notify you as soon as we have an update.  ''

'' Contact By Email (Mike) (11/15/2023 03:25 PM)

Hello Gino,

Thank you for your reply.

Please note that we have now contacted the relevant team and is waiting for feedback. As soon as we have an update, we will contact you via email. ''

i got most of the chat transcripts as proof as well.

But at this point i litterly can't do anything.

I want my money and their needs to come something that protects the player because i asked this in the last chat:

Gino: if you still dont pay me after2 months

a player litterly still can not do anything right?

Joseph:

For now, the only advise we can provide is to wait for an update regarding the pending withdrawal

Like i said played in a lot of casino's but to wait MORE than 17 days even after contacting their finance department or how they call i relevant department more than 11 times and STILL didn't do anything is way too rigged.

Dear GinoS,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised what is causing the delay in processing your withdrawal? Is it an internal casino system issue, or it’s related to your account only?
• What was the reason for requesting a refund in the casino?
• Do I understand correctly that 200€ represents withdrawals of your winnings and 48€ represents a refund of your deposits?

Looking forward to hearing from you.

Best regards,

Tomas

Could you please advise if your account has been fully verified?

No, it's not because i closed my account before that but in the last 18 days they litterly didn't contact me once. I already did this to multiple casino's and like i said it can take a little longer for withdraw but 18 days is ridicilious.

Have you been advised what is causing the delay in processing your withdrawal? Is it an internal casino system issue, or it’s related to your account only?

No, litterly not once they say need to wait for an update from the relevant team. And they also contact them 12 times to 'speed up'.

What was the reason for requesting a refund in the casino?

My account was closed because i asked to close it and i had 48 euro remaining on my account.

Do I understand correctly that 200€ represents withdrawals of your winnings and 48€ represents a refund of your deposits?

200 is correct and the 48 euro is the remaining amount that i had when they closed it.

Thank you very much, GinoS, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, GinoS!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Pavel,

This issue has now been resolved.

Kindly ask the player for confirmation.

Br

The Touch Casino Team

Thank you, The Touch Casino Team!

GinoS, can you confirm that your issue has been resolved?

Dear GinoS,

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.

I still don't have the refund.

Hello, the player came to our Customer Support 3 days ago and he will receive a proof of payment to confirm that he received back all his money, thanks.

The Touch Casino Team

The Touch Casino Team, it would help very much if you have also sent the proof to my e-mail: pavel.k@casino.guru!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

GinoS, have still not received your refund?

Dear GinoS,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.