The player from Germany made three withdrawals totaling 1,100€ to Jeton, which were not processed. Customer service claimed the finance department was handling it, but there was no progress, although a test withdrawal of 20€ was successfully credited. The player confirmed her account was fully verified, but no specific reason for the delay was provided by the casino. The issue was resolved when the money was credited back to her player account, and a new withdrawal was successfully processed. We marked the complaint as resolved.
Tsars Casino - Player’s withdrawal of 1,100€ has been delayed.
Amount: €1,100
Tsars Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Good evening, on 05/28/24 I made withdrawals to Jeton. One for 500€, one for 200€, and then another for 400€.
The money has simply disappeared. Customer service keeps saying that the finance department will take care of it, but nothing seems to come of it. I did another test and withdrew only 20€, which was promptly credited to Jeton. My money must be somewhere.
Automatic translation:
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6 months ago
Dear Uschi1811,
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 why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Do your withdrawal requests from 28/05/2024 appear as processed?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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6 months ago
Translation
Good morning Thomas,
Can you please let us know if your account has been fully verified? - Yes it has been.
Have you been told why you cannot withdraw your winnings? Is it an internal problem with the casino system or does it only affect your account? - No one tells me, I keep getting fobbed off and told that the finance department is looking into my case.
Do your withdrawal requests from 28.05.2024 appear as processed? - Yes
Could you please share your communication with the casino? Send emails or chat transcripts to my email address tomas@casino.guru , or post screenshots here - I will send the communication in a second email.
Thanks
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6 months ago
Has the withdrawal reached your bank account since your last post?
If it hasn't, would you be able to share a bank account statement showing the cashout hasn't reached you yet?
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6 months ago
Translation
Hello, yesterday afternoon the money was credited back to my player account and I was able to make a new withdrawal which also worked.
Thanks
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6 months ago
Dear Uschi1811,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
