BookofCasino - Der Rückzug des Spielers verzögerte sich aufgrund eines technischen Problems.

I requested a payout of 8048 kr on 16.11.23. On 26.11.23, I was asked to cancel the request and create a new one due to a technical issue. I was not informed about the nature of the technical issue.

I am still waiting for my payout.

Whenever I contact the casino, I receive the same email over and over, stating that a different department is handling payouts.

I should be verified.

I first deposited via Visa, but I could not receive my payout through this method - so I created a Skrill account and have forwarded relevant identification for this to the casino.

I can't find out why the payout is taking so long - can anyone help?

Jeg har anmodet om udbetaling sf 8048 kr d. 16.11.23. Den 26.11.23 bliver jeg bedt om at annullere anmodning og lave ny grundet teknisk problem. Jeg får ikke oplyst karakteren af teknisk problem.

nu afventer jeg fortsat udbetaling af mine penge.

ved kontakt til casino får jeg samme mail igen og igen vedr at det er en anden afdeling, der kigger på udbetalinger.

jeg skulle være verified.

indbetalte først via visa, men kunne ikke få udbetalt den vej - derfor oprettet Skrillkonto og har fremsendt relevant id på dette til casino.

kan ikke få oplyst hvorfor udbetaling tager så lang tid - kano hjælpe?

Dear Mmpe71,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if your newly requested withdrawal was approved already?

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

My request was accepted, but never finally approved.

I still have an approved request pending

I agree that the deposit option cannot necessarily be used as a payment method as well - that is why I created a Skrill account and requested a payment to it.

I have canceled my request for payment of DKK 8048 on 4/12-23, but I have a pending request of DKK 7008 which I would naturally like to have paid out as soon as possible.

If there is anything I need to do to get paid, please let me know.

Mette

Min anmodning blev accepteret, men aldrig endelig godkendt(approved)

Jeg har fortsat en godkendt anmodning, som afventer(pending)

jeg er med på at indbetalingsmulighed ikke nødvendigvis kan anvendes som udbetalingsmetode også - derfor oprettede jeg en Skrill konto og anmodede om udbetaling til denne.

jeg har annulleret min anmodning om udbetaling af 8048kr d. 4/12-23, men har en afventende anmodning på 7008kr som jeg naturligvis gerne vil have udbetalt snarest.

Hvis der er noget, jeg mangler at gøre for at få udbetalt pengene, så lad mig det vide.

Mette

Thank you very much, Mmpe71, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

The case is closed - I have no more money in the account.

Sagen er lukket - jeg har ikke flere penge på kontoen.

Dear Mmpe71,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter