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Delayed payment

Verzögerte Auszahlung

Dear Blacknosey1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to better understand your situation and assist you effectively, could you please provide us with some additional information?

• When did you request the withdrawal?
• Have you received any communication from the casino regarding the delay?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronica,

I answer your questions as follows:

I requested the withdrawal between May 26 and May 31, 2025. I received an email from support confirming that the withdrawal was complete on June 2, 2025.

Payouts from this casino have always been successful.

The payouts were always made to my current account at my request. Only this time I asked

to transfer the payout to my credit card account.

The transaction from INPAY AS to my TFBank account was on June 2, 2025.

Unfortunately, my bank rejected the deposit and informed me on June 4, 2025, that the deposit was not accepted and would be returned to the sender. I have everything in writing as proof.

I have reported this to support several times (starting on June 3rd, 2025 until yesterday, June 25th, 2025).

All I get is a confirmation of receipt, no other information. I also offered an alternative payment method, but no response. The chargeback should have been processed by now.

It's not about cashback or bonuses.

I don't understand why the problem can't be solved.

I accumulated the winnings without a bonus.

I passed the verification.

Thank you

Kind regards

JT

Hallo Veronika,

ich beantworte Ihre Fragen wie folgt:

ich habe die Auszahlung zwischen dem 26.05 - 31.05.2025 beantragt. Die Nachricht vom Support das die Abhebung abgeschlossen war, bekam ich per Email am 02.06.2025.

Auszahlungen von diesem Casino waren bisher immer erfolgreich.

Die Auszahlungen erfolgten immer auf meinen Wunsch hin auf mein Girokonto. Nur dieses mal bat ich darum

die Auszahlung auf mein Kreditkartenkonto zu überweisen.

Die Transaktion von INPAY AS auf mein Konto bei der TFBank war am 02.06.2025.

Nur leider hat meine Bank die Einzahlung abgelehnt und mir am 04.06.2025 mitgeteilt, das die Einzahlung nicht akzeptiert wird und an den Überweisenden Zurückgebucht wird. Ich habe alles schriftlich als Beweis.

Das habe ich mehrfach, (angefangen am 03.06.2025 bis gestern 25.06.2025) dem Support mitgeteilt.

Alles was ich bekomme ist eine Eingangsbestätigung, sonst keinerlei Informationen. Ich habe auch eine alternative Zahlungsmethode angeboten, keine Reaktion. Inzwischen sollte die Rückbuchung erfolgt sein.

Es geht nicht um Cashback oder Boni.

Ich verstehe nicht, warum das Problem nicht gelöst werden kann.

Ich habe den Gewinn ohne Bonus angesammelt.

Die Verifizierung habe ich bestanden.

Vielen Dank

Mfg

J. T.

Hello Veronica,

I just noticed that the casino has credited €500 to my player account. I haven't received any information about this.

I've been checking this repeatedly over the past few days. I've now requested a new withdrawal.

to my checking account. I think this should work and there won't be any problems again. If not, I'll get back to you.

That took a long time.

Thank you for allowing me to contact you.

Kind regards

JT

Hallo Veronika,

ich habe gerade festgestellt, das das Casino mir die € 500,00 auf mein Spielerkonto gebucht hat. Informationen darüber habe ich nicht bekommen.

All die vergangenen Tage habe ich dies immer wieder geprüft. Ich habe jetzt eine neue Abhebung beantragt

auf mein Girokonto. Ich denke, das dürfte klappen und das es nicht wieder zu einem Problem kommt. Falls nicht, melde ich wieder bei Ihnen.

Das hat lange gedauert.

Vielen Dank, das ich mich an Sie wenden durfte.

Mfg

J. T.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Blacknosey1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika