HomeComplaintsTrickz Casino - Player's withdrawal has been delayed.

Trickz Casino - Player's withdrawal has been delayed.

Amount: €1,200

Trickz Casino
Submitted: 27 Dec 2024 | Case closed : 09 Jan 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Germany had attempted to withdraw €1200, but the withdrawal had failed, and the funds were currently held by the casino without a clear resolution. The Complaints Team had reached out for additional information and extended the response time, but the player did not reply to the inquiries. As a result, the complaint was rejected due to insufficient information to proceed with the investigation.

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Translation

I tried to withdraw my money last night, but the withdrawal failed on the casino's end. The money was not refunded, so the casino is currently holding €1200 and doesn't know where the money is.

Automatic translation:
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Dear Viktor1989,

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 understand the whole situation completely. 

  • Have you made any successful withdrawals before? 
  • Could you please confirm that you have passed the KYC verification?
  • Did you accumulate 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,

Kristina


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Dear Viktor1989,

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.

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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.

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