Triumph Casino - Player believes that their withdrawal has been delayed.

I have tried to withdraw money and Triumph casino kept on reject due to documents not verified. I verified all my documents now they are asking for another card the issue is. I only ever deposit with one card that they verified i have backed this up with a statement to them matching all deposits. They are saying i used a second card for two of the transactions and are claiming i have to verify this second card to get withdrawal. I do not have any card matching the card digits they are claiming i deposited from. They are refusing to let me speak to the payment team or speak to anyone to complain to. Each time they are rejecting my withdraw on the basis i am not giving them a card that does not exist. I cant get any further with them as only a "customer care team" advisor every speaks and all they say is i need to provide this "other card" that does not exist.

Dear ScottL86,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello they are rejecting saying the account not verified asking for a card that i never used. So basically making this excuse not to pay out as the card they are asking for saying i made a deposit from does not exist and i have a full list of transactions on my bill when i sent to them and lost of transactions matching their site they say on phone i have not sent this and ask again for the card that i never used and do not have..

Thank you very much for your reply, ScottL86. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello I have sent you two email trails as there is a lot of stuff in it a pictures of documents. Please contact me back if you need more information.

Thanks

Scott

Thank you very much ScottL86 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you for your help 🙂

Dear ScottL86,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Triumph Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Triumph Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

They keep asking for a card that i do not have and have never used.. All deposits using same card which i have provided for them proof of a number of times but this is the excuse for not paying out.. and i cant supply them

pics of the "card" ending in the numbers they are saying as i don’t have no card matching this. They claim i made two deposits from this "card" however like i said all deposits from same card from which i sent them statement and they already authorised that card. So basically they wont pay out ever.. And i can never speak to "payment team" when i request to..

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan