Odinfortune Casino - Se ha retrasado el pago de las ganancias del jugador.

They say that they have deposited the funds but the money has not been deposited into my account. they have asked for bank statements that cover June 17th to current which I have provided. they then say they need a statement for the day after for example I provide a statement June 17th - June 28th on June 29th as it takes a day for a statement to ve generated, they then go we need a continuous statement from June 17th - June 29th its a continous cycle of them covering up that they do not pay out.

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Dear Jon88,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

Yes, I understand but it seems that this is not an isolated incident.

https://uk.trustpilot.com/review/odinfortune2.com

please check this forum.on trust pilot and many people have the same issue.

Hi,

I messaged the casino to provide proof that they made a deposit to my account. but they refuse to do so.

Dear Jon88,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

There has been no change or update

I requested proof that they did deposit the funds to my account by they say they do not provide any proof of documentation to people

Hi,

can I get an update on this situation?

Dear Jon88, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hi,

No, This was my first withdrawl attempt.

KYC was not required when I made the withdrawl.

I made the winnings without the use of a bonus on slots. I will share screenshots of the emails with you via email

Hi,

Just an update they have requested a continous statement from June 17th to current. but as I have requested several new bank statements the bank is not able to generate a full statement for the dates they require. They do not seem to understand how bank statements work and seems a way for them not to confirm that they paid my winnings. I requested proof from them such as a ARN (Acquirer Reference Number) to which they said they do not have one. If they do not have one how would they have sent any funds to my account.

Dear Jon88,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

My name is Jana, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Odinfortune Casino outside this complaint thread and let you know any new information once I receive it.

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

Dear Jon88,

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,

Jana