Casino Extra - El jugador tiene dificultades para retirar sus ganancias.

Hello!

I’ll start from the very beginning, I registered at the casino and received a no deposit bonus. I won back the bonus, made a deposit, verified it. 04/21/22, on the same day they were checked and approved! But I never received the funds! I contacted the support service, they told me that, according to their information, I received the money on my account! I wrote to them by email, also asked for support to provide bank confirmation of payment! The casino categorically does not give this information, they do not answer the email at all! In connection with these, I conclude that if they cannot provide a bank confirmation, then they did not make any transfer! Upon repeated requests, the answer is that they will contact me by email, and no information.

Здравствуйте!

Начну с самого начала,зарегистрировался в казино и получил без депозитный бонус.бонус отыграл,внёс депозит,верефицировался.поставил первую выплату 19.04.22, одобрили ее 20.04.22 и в этот же день я получил свой выйгрышь.Потом я поставил ещё две выплаты 21.04.22, в этот же день их проверили,одобрили! Но средства я так и не получил!обратился в службу поддержки,там мне сказали что по их информации деньги я получил на счёт! Я писал им на эмаил,также просил в поддержки предоставить банковское подтверждение платежа! Казино категорически не даёт эту информацию,на эмаил вообще не отвечают! В связи с эти я делаю вывод,если не могут предоставить банковское подтверждение,значит никакого перевода они не делали!по повторным просьбам ответ что свяжутся со мной по эмаилу,и никакой информации.

Dear Vladgo,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Do I understand correctly that your winnings have been accumulated from a No Deposit bonus purely?

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

No, I made another deposit.

I wrote to your support that the issue was resolved.

All the same, the casino support service figured it out and I got my winnings!

Thank you for your help!

And thanks to the whole casino team!))

Нет,я делал ещё депозит.

Я написал в вашу поддержку что вопрос решили.

Все таки служба поддержки казино разобралась и я получил свой выигрыш!

Спасибо вам за помощь!

И спасибо всей команде казино!))

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, vladgo, for your confirmation, and please don’t 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,

Petronela

Casino.Guru