Pocket Play Casino - Los retiros de jugadores se han retrasado.

Hello, I'll try this way again. I have on 11/29 and 11/30 requested two withdrawals. Once in the amount of € 1,200.00 and once in the amount of € 1,000.00.

You told me that this was carried out on December 1st. I have not received a payment to date (December 8th).

In the days before I asked several times, the support said either it would take 1-5 working days, then they said there were delays and then they said I should send account statements via pdf. I have sent you these bank statements and other documents. When asked why there are delays, I have not received an answer so far. The 1-5 working days are now overdue.

Unfortunately I don't know what else to do.

Hallo, ich versuche es nochmal auf diesen Weg. Ich habe am 29.11. und 30.11 zwei Auszahlungen angefordert. Einmal in Höhe von 1.200,00€ und einmal in Höhe von 1.000,00€.

Sie haben mir mitgeteilt das diese am 01.12 durchgeführt worden sind. Ich habe bis heute (08.12) keine Auszahlung erhalten. 

In den Tagen zuvor habe ich mehrmals nachgefragt, beim Support hieß es entweder es dauert 1-5 Werktage, dann hieß es kam zu Verzögerungen und dann hieß es ich sollte doch Kontoauszüge per pdf schicken. Diese Kontoauszüge und weiter Unterlagen habe ich Ihnen geschickt. Auf Nachfrage warum es zu Verzögerungen kommt, bekam ich bis jetzt keine Antwort. Die 1-5 Werktage sind mittlerweile auch überfällig. 

Ich weiß leider nicht was ich noch machen soll.

Dear hhillers,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Could you please advise if it were your first withdrawal attempt in this casino? Which payment method you have opted for? Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you?

If there’s any relevant communication from the casino, please forward it to petronela.k@casino.guru.

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

Yes, this was my first attempt to withdraw from this casino.

I chose bank transfer. No, no transaction number, but confirmations by email and live chat that you paid out on December 1st.

Unfortunately, I am held back with the same statements over and over again ..

Ja dies war mein erster Versuch einer Auszahlung bei diesem Casino.

Ich habe mich für Banküberweisung entschieden. Nein keine Transaktionsnummer aber Bestätigungen per Mail und per Livechat das sie am 01.12 ausgezahlt haben.

Leider werde ich immer wieder mit den selben Aussagen hingehalten..

Thank you, hhillers, for your reply and forwarded transcript. Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

I will set the timer to additional 4 days and if there's no development by Tuesday next week, we will intervene. I do appreciate your patience.

Thank you, I hope it doesn't take another 4 days.

Vielen Dank, ich hoffe es benötigt keine weitere 4 Tage.

Unfortunately still not received any money.

Leider immer noch kein Geld erhalten.

Thank you very much, hhillers, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello hhillers,

I looked at your complaint and will do my best to help you. I would like to invite Pocket Play Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We can unfortunately not go into details as to why the player withdrawal was delayed but can confirm that the players in question has been paid the withdrawals. We are sorry for inconvenience caused.

Best Regards,

Team Pocket Play

Dear hhillers,

let me know when you'll receive your winnings, please.

Got the money on December 14th. The case can be closed.

Habe das Geld am 14.12 erhalten. Der Fall kann geschlossen werden.

Dear hhillers,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru