HomeComplaintsTwo-Up Casino - Player is struggling to receive his winnings.

Two-Up Casino - Player is struggling to receive his winnings.

Amount: $358.62

Two-Up Casino
Safety Index:High
Submitted: 15 Apr 2020 | Resolved : 06 May 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 years ago

The player from United States is experiencing difficulties withdrawing his winnings due to payment provider’s wire transfer issue.

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4 years ago

I made my withdrawal request in Feb. of this year. I filled out all the forms that they requested. When it came time to make the wire transfer they said they couldn't do it because my bank uses an intermediary bank. I keep asking them why they can't get me my money someway else and they say they can't. I don't believe them because I'm sure that I am not the only winner that uses a bank that uses an intermediary bank to receive a wire transfer. They want me to open a checking account at another bank that can handle the transfer. I think they can get my money to me but they won't do it. 

If you can help I would appreciate it.

Regards,

Don

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4 years ago

Dear Don,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you clarify if transferring the winnings to an e-wallet account, such as Bitcoin, has been offered to you as a solution? Additionally, could you confirm that you have completed KYC verification successfully? Thank you in advance for your reply. I believe, we will be able to help you to receive your winnings as soon as possible. 

Best regards,

Petronela

 

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4 years ago

No there has been no offer to transfer my money to bit coins. Yes they approved all my kyc verification.

Thank you

Don

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4 years ago

Thank you very much Don for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

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4 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Hello Don,

 

I absolutely appreciate that you shared your experience with the Casino Guru team. We will now try to get in touch with the casino.

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4 years ago
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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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4 years ago

Don, we have managed to establish communication line with the casino. They should join to our discussion very soon. 

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4 years ago

Hello dontipton, 

Hope you are doing well!

Please, take into consideration that there are two withdrawal methods available in our Casino: card and/or bank account. 

Finance Department has looked into provided bank account details and they have confirmed that the bank account does not accept international wire transfers, for this purpose intermediary bank is used. 
Therefore the Finance Team has decided to offer the receipt of the winnings via alternative method and requested Bitcoin Wallet that can be used for sending winnings.

Please kindly keep us posted if you need any further assistance on this matter.

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4 years ago

thank you very much I will wait for your results

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4 years ago

I set up a bitcoin wallet at coinbase. I don't know any thing about bitcoins so you will have to tell me what to do next.Don

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4 years ago

Hello dontipton, 


Hope you are doing well!


Our Finance Department has contacted you and explained everything regarding the payment via BTC.


Please kindly keep us posted.

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4 years ago

Hello Don.


Please, could you provide us with an update? Is your issue resolved?

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4 years ago

as of today it is not resolved. I set up a bitcoin wallet for them to deposit my money into. They asked for my banking info and I sent it to them. that is where it is right now.

Don

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4 years ago

We are extending the timer by 7 days. Please, inform us when your issue gets resolved.

Edited by a Casino Guru admin
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4 years ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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4 years ago

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.


Best regards, Jozef

Casino.Guru

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