Explosino Casino - El retiro del jugador se ha retrasado.

I have a payout since 17.3. is pending and not being processed. I have been verified at these casinos for a long time.

ich habe eine auszahlung die seit 17.3. ausstehend ist und nicht bearbeitet wird.ich bin schon länger in diesen casino verifiziert.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? 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. This means that it may take some time before your money appears in your account. 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, fowi30, 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.

Dear Petronela Kontos,

The customer was repeatedly informed that the withdrawal to the Ecopayz payment system is not available at the moment. 

Best Regards,

Explosino.

No, I was not informed that a payout with ecopayz is not possible, after all, I also paid in with ecopayz.

actually it is my right to be able to withdraw as I have paid in!

how should the payout now take place?

I would like to pay out via bank transfer is that possible?

do you need additional documents? i think i uploaded my account statement during the verification as proof of address

nein ich wurde nicht darüber informiert das eine auszahlung mit ecopayz nicht möglich ist schlieslich habe ich mit ecopayz auch eingezahlt.

eigentlich ist es mein recht so auszahlen zu können wie ich auch eingezahlt habe!

wie soll jetzt die auszahlung jetzt stattfinden?

ich würde gern über bank transfer auszahlen ist das möglich?

brauchen sie zusätzliche dokumente? ich glaube meinen kontoauszug habe ich bei der verifizierung schon hochgeladen als adressnachweiss

Hello!

I would like to ask Explosino Casino's representatives, if they are able to pay the player via bank transfer?

Dear Martin Donly,

This payment option is not available. We hope we can resume payments on Ecopayz.

Best Regards,

Explosino.

Dear Explosino Casino team,

Could you please address the problem with EcoPayz and do you have any estimate on when this option will be available?

Dear Martin Donly,

This payment system ceased operating for users from Germany. We have no other information.

Best Regards,

Explosino.

If you had paid out faster than it was still available, we would not have this problem now. It was more than enough time (more than 2 weeks)

hätten sie schneller ausgezahlt als es noch verfügbar war hätten wir jetzt dieses problem nicht.es war mehr als genug zeit (mehr als 2 wochen)

Dear Explosino Casino's representatives,

Except Bitcoin, is there any alternative method which would be available to make a withdrawal to the player?

Dear Martin Donly,

Only bitcoin is available for withdrawal.

Best Regards,

Explosino.

There is no such thing as a normal bank transfer, it can't be asking too much. Every child can manage that. How can you say that it is not available, that is child's play

das gibts doch nicht eine ganz normale banküberweisung kann doch nicht zu viel verlangt sein.das kriegt doch jedes kind hin.wie können sie sagen das nicht verfügbar ist das ist doch ein kinderspiel

Hello fowi30!

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. In this case the availability of EcoPayz for withdrawals is restricted for Germany, which may be caused by various factors outside of possibility to influence it by the casino. If a payment method was available for deposits it doesn’t mean necessary, that it will be offered for withdrawals too.

I would like to strongly advise you to cooperate with the casino and use the only payment method available for withdrawals, which is Bitcoin.

i have no idea about bitcoin i have to register for a bitcoin wallet and then the winnings will be paid out in bitcoin? but can i pay out the winnings i receive in bitcoin in euros to my bank account?

ich habe keine ahnung von bitcoin ich muss mich einer bitcoin wallet registrieren und dann werden die gewinne in bitcoin ausgezahlt? die erhaltenen gewinne die ich in bitcoin erhalte kann ich aber in euro auf mein bankkonto auszahlen?

Dear fowi30,

We do not have a bank transfer option.

Best Regards,

Explosino.

Hello fowi30!

If you have been advised by the casino to use Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/).

Please let me know how you decided and we will agree how to pursue this case.

Hello fowi30!

Are there any news? Did you manage to withdraw your funds via Bitcoin? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

i don't believe in bitcoin i have deposited euros and want to withdraw euros. that should also be my good right

ich halte nix von bitcoin ich habe euro eingezahlt und möchte euro auszahlen. das sollte auch mein gutes recht sein

Hello fowi30!

Unfortunately, we have exhausted all the options to help you. As it was described earlier, payment methods availability of any casinos depend on a lot of factors, if you are not willing to use the only payment method which is available for you to withdraw, I am afraid we are not able to continue in this case.

If you'd insist on refusing withdrawal with Bitcoin, I will have to close your complaint as 'rejected'.

ok maybe i will leave the money in my player account until a reasonable withdrawal method is available again

ok vielleicht werde ich das geld erstmal auf meine spielerkonto lassen bis wieder eine vernünftige auszahlmethode zur verfügung steht

Since the player decided not to use the only withdrawal method for his payment and later on decided to keep his funds in his casino account, we are closing this complaint as 'rejected'.

We’ve reopened this complaint as the player has contacted us numerous times about creating a bitcoin wallet and submitting withdrawal. Although we did tried to contact the representatives of the casino in hopes of resolving the matter prior to reopening the complaint, the withdrawal was not successful, therefore we are reopening this complaint again. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

I'd like to ask representatives of Explosino Casino to address the player's withdrawal and provide us with an explanation of why the player was not able to withdraw even though he opted for the payment method which was suggested by the casino staff in the past.

Dear Martin,

The user does not have an active withdrawal request.

Dear fowi30,

Could you please elaborate if you have made any withdrawal requests in the past?

I haven't been able to log in for a year or more.

how can you allow that if the customer still has money on his game account.

I was not informed beforehand that German customers can no longer play or log in to them.

I have already reported the problem to you and asked for a payment to my crypto wallet including address and you have not responded I have been waiting for my money for 1 year.

We're sorry. This site is not available in your region.

ich kann mich seit einen jahr oder länger nicht mehr einloggen.

wie können sie das zulassen wenn der kunde noch geld auf sein spielkonto hat.

ich wurde vorher nicht darüber informiert das deutsche kunden nicht mehr spielen oder sich nicht mehr einloggen können bei ihnen.

das problem habe ich ihnen aber bereits gemeldet und um eine auszahlung auf meine krypto wallet gebeten inklusive adresse und sie haben nicht reagiert ich warte seit 1 jahr auf mein geld.

We're sorry. This site is not available in your region.

Dear fowi30,

I have tried to access the casino from German VPN and it seems that they ceased to provide their services for German customers at this point. It is also mentioned in the terms and conditions of the casino: https://1.explosino4.com/en/p/rules

With that taken into consideration, I would like to ask the representatives of Explosino Casino, to advise on how the player would be able to receive his remaining balance.

Dear Martin,

I have requested additional information from the technical department.

Best Regards,

Explosino Casino.

Dear Explosino Casino,

We are looking forward for the further information from you in order to proceed with the resolution.

Dear fowi30,

We are experiencing delays in processing transactions for cryptocurrency as this is the only payment method for withdrawing funds to players from your country. 

We will try to withdraw the funds the next week.

We apologize for the delays and inconvenience caused.

Thank you for your patience in the matter.

Best Regards,

explosino.com

Dear fowi30,

Were there any positive advancements with your withdrawals?

no, nothing has arrived on my crypto wallet so far

nein es ist bisher nix angekommen auf meiner crypto wallet

Dear Explosino Casino,

Could you please describe the delays in processing the crypto transaction with relation to the differing countries? Please, be aware that processing the payment for this player has taken already a few months, therefore we would like to know what is the reason of such a long delays.

As we are not able to keep the complaints open without any sign of progress, please note that in case there will not be any progression, we will have to close this complaint as 'unresolved'.

We are looking forward for your answer.

i was able to log in today (which was not possible before) and requested a payout via litecoin.

as a german customer you are still not allowed to play with them, right?

ich konnte mich heute einloggen (was vorher nicht mehr ging) und habe eine auszahlung via litecoin beantragt.

spielen darf man bei ihnen als deutscher kunde aber nach wie vor nicht oder?

Dear fowi30,

Thank you for providing us with the newest information. I sincerely hope that the withdrawal will be successful this time. Please, let us know once you will be able to receive your funds or in the event of the withdrawal canceled.

For your question regarding German customers, I would strongly advise to avoid playing at this casino, as per their terms and conditions they do not accept German players anymore.

Dear fowi30,

According to the terms and conditions, no.

You have gained access to your account to create a withdrawal request.

Best Regards,

Explosino.

when are they going to pay out?

payment has been requested since February 18, 2022 and nothing happens

wann zahlen sie endlich aus?

auszahlung ist seit 18.2.2022 beantragt und es passiert nix

Dear Explosino Casino,

As per your suggestion regarding the player to access his account for making a withdrawal request, please tell us the reason of why the withdrawal request not being processed up to this date?

The war in Ukraine has affected processing companies and we have difficulties with payments. More time is needed to normalize the situation and return to the standard schedule. We apologize to you.

Dear Explosino Casino,

Thank you for providing us with this information, we will set a timer for another 7 days for you, please let us know if you will be able to proceed with the payment, or if the problems are still preventing you from doing so.

Dear Explosino Casino,

Are there any hopefully positive news regarding the player's withdrawal?

We would like to ask Explosino Casino 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 a negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.