Casino MGA - El retiro del jugador se ha retrasado.

My payout has been in process since July 13th. I have tried several times to clarify with customer service when my winnings will be paid out without success. Nobody could tell me why nothing happened for weeks

Meine Auszahlung ist seit dem 13.07 in Bearbeitung ich habe mehrfach versucht mit dem Kundendienst zu klären wann meine Gewinnsumme ausgezahlt wird ohne Erfolg auch in den agb ist keine genaue Zeitspanne hinterlegt. Warum Wochen lang nichts passiert könnte mir niemand sagen

Dear Robert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus? Was your account successfully verified in the past?

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. 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

Hello so I won without a bonus Account has been verified for a long time and would have been paid out because it was on the account within 7 days. To be honest, it is not so nice for people to have to wait so long when they win something to make a deposit, which is always direct. Other portals are more customer-friendly.

Hallo also war ohne Bonus gewonnen Konto ist seid Langem verifiziert auch würde schon mal ausgezahlt da war es binnen 7 Tage auf dem Konto. Find es ehrlich gesagt nicht so schön die Leute wenn sie mal was gewinnen so lange warten zu lassen zu mal einzahlen geht immer direkt. Andere Portale sind da kundenfreundlicher.

On the side of mga there is a payment processing of 24-48 hours in my eyes fraud on the customer because this is not devinitively so.

Auf der Seite von mga steht eine auszahlungsbearbeitung von 24-48 Stunden in meinen Augen Betrug am Kunden da das devinitiv nicht so ist.

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

Many Thanks

Vielen Dank

Hello Robert!

From now on, I will take care of your complaint. I would like to invite Casino MGA representatives into this discussion in order to help us resolve the withdrawal issue.

Hello,

The player received a confirmation email when he requested a withdrawal, there he can see the info on the waiting period for withdrawals done via bank transfers.

The client can always send a request to our support if he hasn't received any email so that we can provide it to him again.

Have a nice day.

Kind regards,

Alex

Customer Support Team

So unfortunately I have not received a confirmation email, and as mentioned on the mga website, payment transactions are 24 - 48 hours. And my payout hasn't even been processed after over 12 days.

Also leider habe ich keine Bestätigungsmail bekommen desweiteren ist es ja wie erwähnt bei der Seite von mga so das bei Zahlungsverkehr steht Auszahlung 24 - 48 Stunden. Und meine Auszahlung ist nach über 12 Tage noch nicht einmal bearbeitet worden.

That was the current statement when I wanted to follow the article described above is a joke

Das war die aktuelle aussage als ich dem oben beschrieben Artikel wollte nach kommen ist doch ein Scherz

It would be nice it would happen in the foreseeable future. Mga's answers are just an excuse. And processing time u patiently these are always the same nonsensical arguments when depositing there are never problems

Wäre schön es würde mal in absehbarer Zeit was passieren die Antworten von mga sind doch nur ausreden. Und bearbeitungszeit u gedult das sind immer die gleichen unsinnigen Argumente beim einzahlen gibts nie Probleme

Hallo ist jetzt zwei Tage her das sie mir geschrieben haben was passiert jetzt mit meiner beschwerde. Von mga Seiten ist überhaupt keine Änderung immer noch in Bearbeitung bitte schreiben sie mir doch welche Möglichkeiten es gibt bzw was ich noch tun kann um mei. Geld zubekommen.

Dear Casino MGA,

Could you please advise if the player's withdrawal has been already processed?

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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Hello Martin, can you tell me what you can do now to keep my winnings. Or how I should proceed. Does it make sense to hire a lawyer? Or can you tell me what the next step is, with unsolved it did not help me with my payout. Thank you

Hallo Martin können sie mir sagen was jetzt tun kann um meinen Gewinn zuerhalten. Bzw wie ich vorgehen soll. Ist es sinnvoll einen Anwalt einzuschalten.? Oder können sie mir sagen was der nexte Schritt ist mit ungelöst ist mir ja nicht weitergeholfen was meine Auszahlung angeht. Danke

We apologize for the delays. Funds were released and on the way to the player.

Have a nice day all.

Alex

Hello Robert!

According to the latest reply of the casino representatives, your funds should be on their way to you. I will set the timer to 7 days for you, please let us know when you'll receive your withdrawal.

Hello, because of traveling I have sent you documents again now. Then it was missing and I'm curious how long the fun will last. But there is no question of traveling

Hallo von wegen unterwegs Unterlagen wollen sie jetzt wieder habe ich ihnen übersandt. Danach kam das fehlt noch und das bin mal gespannt wie lange der Spaß sich noch zieht. Aber von unterwegs kann nicht die Rede sein

Thank you for your support I finally got my money. But I advise everyone there rather not to play just unfriendly customers these waiting times.

Vielen Dank für eure Unterstützung habe endlich mein Geld erhalten. Aber ich rate jedem dort lieber nicht zu spielen einfach Kunden unfreundlich diese warte Zeiten.

Hello Robert!

I am glad to see that your winnings have arrived. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.