Casino Fantastik - El retiro del jugador se ha retrasado.

Dear Sirs,

I requested a withdrawal from the casino (€ 500). The profit comes from deposits and not bonuses. I was asked to submit documents for verification. I did this on March 7th, 21st and I received an email confirming receipt and execution. Since then, I've been waiting for my payout to be processed. This is still there unprocessed. After several conversations in the live chat and various emails, I threatened legal action. The casino doesn't care about my request. Apparently they just refuse to withdraw.

Sehr geehrte Damen und Herren,

ich habe in dem Casino eine Auszahlung beantragt (500€). Der Gewinn stammt aus Einzahlungen und nicht aus Bonis. Ich wurde aufgefordert Dokumente zur Verifizierung einzureichen. Dieses habe ich am 07.03.21 durchgeführt und per Email wurde mir der Empfang sowie die Durchführung bestätigt. Seitdem warte ich darauf das meine Auszahlung bearbeitet wird. Diese steht weiterhin unbearbeitet da. Nach mehreren Gesprächen im Live Chat sowie diversen Emails habe ich auch mit rechtlichen Schritten gedroht. Das Casino interessiert mein Anliegen nicht. Anscheinend verweigern die einfach die Auszahlung durchzuführen.

Dear Mario,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your withdrawal is pending since the 21st of March?

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 wire transfers. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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 it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

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

Hi Mario,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Fantastik to the conversation to participate in the resolution of this complaint.

Hello Mario,

Hello Casino Guru,

We can confirm that Mr Mario's withdrawal has been paid today.

We remain available.

Best regards,

Casino Fantastik

Hi there,

Thank you for your reply.

Dear Mario,

Have you received your withdrawal?

Hi Peter,

Yes, the payout has been credited to my account.

Many thanks for the support.

Please send me a link where I can rate you and your team positively.

Hallo Peter,

Ja die Auszahlung wurde meinem Konto gutgeschrieben.

Vielen Dank für die Unterstützung.

Gerne senden sie mir einen Link wo ich sie und ihr Team positiv bewerten kann.

Dear Mario,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. If you want to rate our website, you can do it for example here: https://www.trustpilot.com/review/casino.guru.

Best regards,

Peter