Home Complaints Trada Casino - Player’s struggling to withdraw their winnings.

Trada Casino - Player’s struggling to withdraw their winnings.

Amount: €100

Trada Casino
Very good reputation
Submitted: 26 Jan 2022 | Resolved : 26 Jan 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

5 months ago

The player from Finland is experiencing difficulties withdrawing their funds. The complaint was resolved as the player received his money.

Public
5 months ago
Translation

I would just like to have the funds in my game account withdrawn. They claim "technical problems" and promise to be notified by email that nothing is covered. However, expenses are taken from the game account. Two months gone and nothing happens. Manual withdrawal made several times.

Automatic translation:
Public
5 months ago

Dear MJHH,

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 understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible.

Looking forward to hearing from you.

Best regards,

Petronela

Public
5 months ago
Translation

The account is fully verified, there should be no impediment to the withdrawal. I have only been told that there are technical problems with lifting. I would just like to get the money out of my game account because the really bad / awkward experience was this particular casino.

Automatic translation:
Public
5 months ago

Thank you very much, MJHH, for providing all the necessary information. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
5 months ago

Hello MJHH,

I'm Nick and I'll be assisting you from now on. I would like to ask Trada Casino to join us and help us resolve the player's issue.

Public
5 months ago

Hi Miikah,


Thank you for your message.

Due to the specific nature of your queries, we are unable to give you the answers you require within this forum. The information you require is specific to you and your account, and for security and privacy reasons, we are unable to discuss this here.

Your case is with our Case Manager and you are going to be updated via email, to be more precise, on the email you used to register with on Trada Casino.

We are personally overseeing that your case is being worked on.


Regards,

the Trada Casino team

Public
4 months ago

Dear MJHH,

Please let us know if the casino would respond to you by mail and keep us updated regarding the case.


Public
4 months ago
Translation

Promised to let you know when they found out more. Technical problems with lifting. They couldn't say anything else

Automatic translation:
Public
4 months ago

Dear MJHH,

Did the casino specify when should be the issue fixed? Did they offer you any other way to withdraw your winnings?

Public
4 months ago
Translation

They have not found any fix for this.

Automatic translation:
Public
4 months ago

Could you please forward all the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Public
4 months ago

Hi Miikah,


The account balance was manually refunded to you on 16.2.22. Since the manual refund has been issued, we would consider this matter as closed from our side.


Regards,

the Trada Casino team

Public
4 months ago

Dear MJHH,

Could you please confirm the casino's statement about the refund? Is there anything else we are able to help you?

Public
3 months ago
Translation

Yes, the refund arrived in my account. Thank you I am satisfied

Automatic translation:
Public
3 months ago

Dear MJHH,

Thank you very much for the confirmation. I will now close the complaint as resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick