The player from Germany hasn’t received his withdrawal. A few days later the player successfully received his winninings.
Good day,
I have two payouts. Once for an amount of 380 € I am on 05.02. have commissioned and on 07.02. also approved by the casino. The second payout is €1180 and was made on 02/13. commissioned and on 16.02. approved. To date no money has been received. Payment method was credit card. This has always worked great. The funny thing is that on 11.02. also made a payment. The amount was 1000 €, was on 12.02. confirmed and was on 14.02. paid into my bank account. Since the two payouts have the status "processing", customer support unfortunately has no access. My question is now how long do I have to wait?
Guten Tag,
bei mir geht es um zwei Auszahlungen. Einmal um einen Betrag von 380€ den ich am 05.02. in Auftrag gegeben habe und der am 07.02. auch vom Casino genehmigt wurde. Die zweite Auszahlung beträgt 1180€ und wurde am 13.02. in Auftrag gegeben und am 16.02. genehmigt. Bis heute ist noch kein Geld eingegangen. Auszahlungsmethode war die Kreditkarte. Dies hat auch sonst immer super funktioniert. Das lustige ist, dass ich am 11.02. auch eine Auszahlung getätigt habe. Der Betrag war 1000€, wurde am 12.02. bestätigt und wurde am 14.02. auf mein Bankkonto ausgezahlt. Da die beiden Auszahlungen den Status "wird verarbeitet" haben, hat der Kundensupport leider keinen zugriff. Meine frage ist nun wie lange ich nun warten muss?
Dear Nullneuner90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that one out of three withdrawals has been successfully processed?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
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
Dear Nullneuner90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that one out of three withdrawals has been successfully processed?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
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
Hello no. So far, all withdrawals have been processed and paid out super quickly. Only the payment from 05.02. and from 13.02. are a long time coming. These two payouts are to go to my credit card. This has always worked without problems until now. A payout dated 02/11. was transferred to my bank account within three days. I'm wondering why a payout before and after was not paid.
Unfortunately, I can't send any chat histories, as these are always deleted after the chat has ended. But apart from the fact that I should wait, nothing was ever written to me. The payout was approved by the casino and now I have to wait for the payment service provider. I was also told that the 2 business days processing for amounts up to €500 and 5 business days up to €5000 is only for the time on the casino's part to confirm the withdrawal. Nobody could tell me how long the payout actually lasts and may last.
I could only send the screenshots of the payouts.
Greetings and thanks for the quick reply!
Hallo, nein. Bis jetzt wurden alle Auszahlungen super schnell bearbeitet und auch ausgezahlt. Nur die Auszahlung vom 05.02. und vom 13.02. lassen auf sich warten. Diese beiden Auszahlungen sollen auf meine Kreditkarte gehen. Das hat bis jetzt auch immer ohne Probleme funktioniert. Eine Auszahlung vom 11.02. wurde innerhalb von drei Tagen auf mein Bankkonto überwiesen. Da frage ich mich warum eine Auszahlung davor und danach noch nicht gezahlt wurden.
Leider kann ich keine chatverläufe schicken, da diese nach Beendigung des Chats immer gelöscht sind. Aber außer das ich warten soll wurde mir nie was geschrieben. Die Auszahlung wurde seitens des Casinos genehmigt und nun muss ich auf den zahlungsdienstleister warten. des Weiteren wurde mir auch gesagt, dass die 2 Werktage Bearbeitung für Beträge bis 500€ und 5 Werktage bis 5000€ nur für die Zeit seitens des Casinos gelten, um die Auszahlung zu bestätigen. Wie lange die Auszahlung tatsächlich dauert und dauern darf konnte mir dann niemand sagen.
Ich könnte lediglich die Screenshots der Auszahlungen schicken.
Grüsse und danke für die schnelle Antwort!
Thank you very much for your reply and emails, Nullneuner90. Have you ever made successful withdrawals to your credit card? Do I understand correctly that all previous successful withdrawals were withdrawn by bank transfer?
Thank you very much for your reply and emails, Nullneuner90. Have you ever made successful withdrawals to your credit card? Do I understand correctly that all previous successful withdrawals were withdrawn by bank transfer?
Good morning, I have made payments to the credit card and my bank account. These have always worked.
Last night I got the message that the two payments to my credit card have been declined. I have now requested a new payout to my bank account. Now I'll wait and see if that works. Actually, it's not allowed to use a different payment method than the deposit method, but I was told in the chat that you can do it alternatively.
regards
Guten Morgen, ich habe auf die Kreditkarte und mein Bankkonto Zahlungen vorgenommen. Diese haben auch immer funktioniert.
Heute Nacht kam die Nachricht, dass die beiden Zahlungen auf meine Kreditkarte abgelehnt worden sind. Nun habe ich eine neue Auszahlung auf mein Bankkonto beantragt. Nun warte ich mal ab, ob das funktioniert. Eigentlich ist es ja nicht zulässig eine andere Auszahlungsmethode wie die Einzahlungsmethode nehmen, aber mir wurde im Chat gesagt, dass man das alternativ machen kann.
Grüsse
Good Morning,
the payout of €1560 was split into €1000 and €560.
The withdrawal has been approved by the casino and is now back in "Processing" status.
Previous payouts have always been paid out immediately after approval. I don't understand why this status is there again. I suspect it's being declined again for no reason, although it worked before on my bank account and also on my credit card.
Guten Morgen,
die Auszahlung von 1560€ wurde in 1000€ und 560€ gesplittet.
Die Auszahlung wurde von Casino genehmigt und hat nun wieder den Status „wird verarbeitet".
Die Vorherigen Auszahlungen wurden nach der Genehmigung immer sofort ausgezahlt. Ich verstehe nun nicht warum wieder dieser Status da ist. Ich vermute, dass es wieder ohne Grund abgelehnt wird, obwohl es vorher auf mein Bankkonto und auch auf meine Kreditkarte funktioniert hat.
I fully understand your frustration, Nullneuner90. However, bank transfers can be tricky and take a few days or even weeks to get fully processed. I will set the timer for additional 14 days allowing to casino two full weeks to process the payment and if there’s no development within this time frame, we will intervene.
Let’s stay positive and wait for the good news regarding your withdrawal this time. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.
I fully understand your frustration, Nullneuner90. However, bank transfers can be tricky and take a few days or even weeks to get fully processed. I will set the timer for additional 14 days allowing to casino two full weeks to process the payment and if there’s no development within this time frame, we will intervene.
Let’s stay positive and wait for the good news regarding your withdrawal this time. Thank you in advance for your patience and please, let us know if there is anything new in the meantime.
Good evening,
Yes, the money went into my account today! Many thanks for the help. This is the usual service and the speed I'm used to.
regards
Guten Abend,
ja das Geld ist heute auf mein Konto eingegangen! Vielen Dank für die Hilfe. Das ist der gewohnte Service und die Geschwindigkeit die ich gewohnt bin.
grüsse
Awesome news, Nullneuner90. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Awesome news, Nullneuner90. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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