The player from Germany has requested a withdrawal almost two weeks ago. Unfortunately, it hasn’t been received yet. THe complaint has been resolved as the player received his winnings.
the casino already paid out on April 13th. the money did not reach my ecopayz account.
i sent a transaction history for the payout period in question to the casino to prove i hadn't received any money.
Since the casino has not responded for more than 2 weeks and I have not received any message regarding the payout, I decided to open this case.
Dear fowi30
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any tracking number for the payment from the casino? Please forward the transaction history of your ecoPayz account to petronela.k@casino.guru as well, to prove you haven’t received the payment.
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, especially if it’s your first withdrawal or you’re withdrawing.
Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.
I would like to ask MaChance Casino to join us and help us resolve the player's issue.
Hi fowi30,
I am sorry to hear about your experience with us, but there was an error with the original payout, and once that was fixed the payout has now been processed and it is on its way you
Best Regards
Jenifer Wilson
I will contact you when the payment has arrived. With bank transfer, it can take a while