Explosino Casino - El retiro del jugador se ha retrasado.

since 12.1. my payout is pending and nothing happens.

I am fully verified. The profit was with bonus money but I met the bonus conditions.

seit 12.1. ist meine auszahlung auf pending und es passiert nix.

ich bin voll verifiziert gewinn war mit bonusgeldern habe aber bonusbedingungen eingehalten.

Dear Jörg,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, 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.

Have you ever made a successful withdrawal before?

Have you tried contacting the casino regarding the pending withdrawal? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

In this casino group it is only paid out when you open a case. My last payout took 6 weeks even though I was fully verified. To avoid having to wait 6 weeks again, I opened this case.

the live chat always says the same thing I should be patient, but I don't want to have to wait 6 weeks again.

in dieser casino gruppe wird erst ausgezahlt wenn man einen fall eröffnet.meine letzte auszahlung hat 6 wochen gedauert obwohl ich voll verifiziert war.um zu vermeiden wieder 6 wochen warten zu müssen habe ich diesen fall eröffnet.

der live chat sagt immer dasselbe ich soll mich gedulden.ich möchte aber nicht wieder 6 wochen warten müssen.

Thank you very much fowi30 for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Fowi30,

We have escalated the issue to the Finance Department.

We thank you for your patience and we apologize for the inconvenience caused.

Best Regards,

Explosino.

Dear fowi30,

The Finance Department has been processed one of your withdrawal requests.

Best Regards,

Explosino.

Hello fowi30!

I will take care of this complaint from now on. Since the casino managed to reply to this thread already with a positive response, I would like to ask you to confirm when you receive your winnings.

I received 500 euros

500 euro habe ich erhalten

Dear fowi30,

Thank you for the confirmation, please let us know, when the second withdrawal will arrive.

Dear Martin Donly,

The Finance Department has been processed all requests.

Best Regards,

Explosino.

received my second payout

case can be closed

many thanks to everyone involved for the cooperation

habe meine zweite auszahlung erhalten

fall kann geschlossen werden

vielen dank an alle beteiligten für die kooperation

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.