Casino MGA - El retiro del jugador se ha retrasado.

I applied for a payout on May 18th, 2021 and have not yet received anything transferred every time you ask the same answer:

Your request will be checked by the responsible department.

This is a standard procedure for any payout. Unfortunately, we have a large volume of inquiries and our finance team is unfortunately not fully utilized due to the Covid-19 situation. I am sure that your withdrawal will be completed as soon as possible.

Ich habe am 18.05.2021 eine Auszahlung beantragt und bis heute noch nichts überwiesen bekommen jedes Mal wenn man nachfragt die gleiche Antwort.:

Ihre Anfrage wird von der zuständigen Abteilung geprüft.

Dies ist ein Standardverfahren für jede Auszahlung. Leider haben wir ein großes Volumen der Anfragen und unser Finanzteam ist aufgrund der Covid-19-Situation leider nicht voll ausgelastet. Ich bin sicher, dass Ihre Auszahlung so schnell wie möglich abgeschlossen wird.

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Nevertheless, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The answer to the question when my payout will be made is:

The delay may occur due to the large amount of work our colleagues have to do. Rest assured that the entire team is always keen to process every request as quickly as possible.

We have a lot of withdrawal requests to process these days. Unfortunately, our finance department is currently overloaded, so we have to ask for a little patience.

We apologize for the delay.

Thank you for your patience and understanding.

Die Antwort auf die Frage wann meine Auszahlung erfolgt lautet.:

Die Verzögerung kann aufgrund des großen Arbeitsvolumens unserer Kollegen auftreten. Seien Sie versichert, dass das gesamte Team stets bemüht ist, jede Anfrage so schnell wie möglich zu bearbeiten.

Wir haben in diesen Tagen viele Auszahlungsanträge zu bearbeiten. Leider ist unsere Finanzabteilung derzeit überlastet, daher müssen wir Sie noch um etwas Geduld bitten.

Wir entschuldigen uns für die Verspätung.

Vielen Dank für Ihre Geduld und Ihr Verständnis.

Thank you very much, Markus, 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 Markus,

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

Thank you for your help.

Vielen danke für eure Hilfe.

Hello my payout was simply canceled today for no reason.

Hallo meine Auszahlung wurde heute ohne Grund einfach abgebrochen.

Hi Markus,

Thanks for the update. Yes, the second withdrawal will most probably be canceled too. Based on the picture you uploaded it seems that there is some issue with the T&Cs. Unfortunately, we can't make any progress until the casino replies.

We would like to ask Casino MGA to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

We received an email from the player stating that he managed to build up his balance to €5000. He also received a message from an account manager with an apology and explanation. It seems that the casino had a technical problem. The player made a new withdrawal request of €5000.

Dear Markus, thanks for your emails. Let's see if the withdrawal will get through. Please keep me updated.

Hi Markus,

Has there been any news?

Hello unfortunately no Payment has been processed since 22.06.2021 the same as last time, although the account manager assured me that it will be processed with priority.

Yesterday I wrote to the account manager because you only get the same standard answer in live chat or from support anyway, with payouts taking 7 to 21 working days but because of Covid-19 etc ... can no longer hear that unfortunately zero constructive whether he can give me a period by when the payout will be completed.

Let's see if something comes back here.

should this not come about I would be very grateful if you could advise me whether it makes sense to take legal action here because the buzzer is already very high?

lg Markus

Hallo leider Nein Auszahlung ist seit 22.06.2021 in Bearbeitung gleich wie letztes mal obwohl mir von dem Account Manager zugesichert wurde das es mit Priorität bearbeitet wird.

Habe gestern mal den Account Manager angeschrieben da man im Livechat bzw vom support eh nur immer die gleiche Standartantwort bekommt mit auszahlungen dauern in der Rewgel 7 bis 21 Werktage jedoch wegen Covid-19 etc.... kann das schon nicht mehr hören null konstruktives leider, ob er mir Einen Zeitraum nennen kann bis wann die Auszahlung abgeschlossen wird.

Mal sehen ob hier etwas zurück kommt.

sollte Dies nicht zustande kommen wäre Ich euch sehr dankbar wenn Ihr mich darüber beraten könntet ob es sinnvoll ist hier Rechtliche Schritte einzuleiten da die Summer schon sehr hoch ist?

lg Markus

Hi Markus,

Thanks for the update. The thing is, we don't have many options here. The casino has a very bad rating on our website. Usually, such casinos don't tend to reply to the complaints. Secondly, the casino operates without a license, so, unfortunately, there is nobody to turn to. You can try and sue the casino, but I'm afraid it may only cost you money because it is quite hard to find the responsible person in such cases. I suggest we wait and see if the payment will get through. I will set the timer to 14 days. If it doesn't work out, we will close the case against the casino.

Hello,

There is news. My account shows me Payout Accepted since this evening.

I'm curious whether or not there will really be money in my bank account.!

Hallo,

Es gibt Neuigkeiten Mein Account zeigt mir seit heute Abend Auszahlung Akzeptiert.

Bin gespannt ob wirklich ein Geld auf meinem Bankkonto eingeht oder nicht.!

Hi Markus,

Thanks for the update. Let's see if it works out.

We received the following email from Markus:

"Hello dear Peter,

First of all, I thank you very much for your help, even if we could not achieve anything,

However, I have good news to convey I have received my payout of € 5000 from Casino Mga today. I'm really glad that this really worked out, but I won't play in this casino anymore because I've seen that it's just too dubious. I wanted to answer my complaint on the site, but unfortunately this was again not possible today. (Problem with the website)

With best regards

Markus *******"

Thank you Markus for the email. We will look into the issue with the replies. I'm glad to hear that you received your money. 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.

Best regards,

Peter