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Good morning, I requested a withdrawal of €500 on Tuesday, December 16th. On Saturday, December 20th, I received an email confirming the withdrawal was completed. To date, the money hasn't arrived in my bank account. Usually, as soon as the email arrives, the money is available immediately. This time, however, it wasn't. I became suspicious, so I contacted my bank, who promptly replied that an instant transfer had indeed been booked into my account, but it was cancelled, failed, and the money was returned to the sender. Two days later, I contacted the casino, and they insist that it's not true that the money was properly sent and accounted for. Can you help me resolve this issue sensibly? Because the casino doesn't believe me. They even asked for screenshots of chats with the bank because they thought I was lying. Please help. Thank you.

Buongiorno, ho richiesto un prelievo di 500 euro martedì 16/12. Sabato 20/12 mi è arrivata un email che il prelievo è stato completato. Ad oggi i soldi non sono arrivati sul conto corrente bancario. Di solito appena arriva l'email i soldi sono subito disponibili. Questa volta invece no, essendomi insospettito ho scritto alla mia banca che prontamente mi ha risposto che effettivamente un bonifico istantaneo è stato prenotato sul conto ma è stato cancellato, non è andato a buon fine e i soldi rispediti al mittente. Passati due giorni contatto il casino e loro insistono che non è vero che i soldi sono stati correttamente inviati ed contabilizzati. Mi aiutate a risolvere questo problema in maniera ragionevole? Perché il casino non mi crede. Ha voluto anche gli screenshot di chat con la banca perché secondo loro dicevo bugie. Aiutatemi per favore. Grazie.

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Dear Vdan,

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

This isn't a matter of delays. It's a matter of the casino claiming to have processed the transfer, while my bank says the transfer was made, but it was canceled and didn't go through, so it was returned to the sender. Now, I don't know where this money is... but it's definitely not in my possession. And that really doesn't sit well with me.

Questa non è una questione di ritardi. È una questione in cui il casino afferma di aver eseguito il bonifico, mentre la mia banca dice che il bonifico c'era però è stato cancellato e non è andato a buon fine e quindi è stato rispedito al mittente. Ora, non so dove siano questi soldi.. però sicuramente non sono nelle mie disponibilità. E questo non mi va proprio giù

Dear Vdan,

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.

Dear Vdan,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru