Casino Night - Die Auszahlung des Spielers verzögert sich aufgrund einer aktiven Bedenkzeit.

On Friday, May 3, after making a withdrawal of €5000, I decided to put a 7-day freeze on my account to secure my winnings and prevent any temptations to cancel the withdrawal, which is usually processed within 48 hours.

Today, when I asked in chat whether my withdrawal had been processed, I was told that as long as my account is suspended, they cannot process withdrawals. So, I need to wait until the end of my account freeze period and then another two days to receive the money.

If I had applied a 30-day freeze, I would have had to wait an entire month to see my money.

I consider this unethical and illegal.

Venerdì 3 maggio dopo aver inserito un prelievo da 5000€ ho deciso di applicare un periodo di freeze di 7 giorni sul mio account in modo da preservare le mie vincite e non essere tentato di annullare il prelievo le cui tempistiche di pagamento sono al massimo 48 ore.

Oggi vado in chat e chiedo se il mio prelievo è stato pagato e mi viene risposto che finché l'account è sospeso non possono elaborare i prelievi e quindi devo attendere la fine del freeze period e poi altri due giorni per ricevere il denaro.

Se avessi applicato un freeze period di 30 giorni avrei dovuto attendere un mese per vedere i miei soldi.

Ritengo ciò poco etico e illegale.

Dear carsix79,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

I understand your frustration from the long waiting times for your withdrawal. If you are afraid that you will not be able to control your behavior and you'll cancel the withdrawal request before it is processed after the cool-off period ends, I recommend you request to be permanently self-excluded from the casino due to gambling problems.

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

Of course I passed the KYC verification and my account is verified.

This is my first time requesting a withdrawal.

Yes, I could ask for self-exclusion due to gambling problems but in this way I would no longer be paid my withdrawal if already with a simple freeze period they don't want to pay.

Certo ho superato la verifica KYC e il mio account è verificato.

È la prima volta che richiedo un prelievo.

Sì potrei chiedere l'autoesclusione per problemi di gioco ma in questo modo non mi verrebbe più pagato il mio prelievo se già ora con un semplice freeze period non vogliono pagare.

Has your cooling-off period now ended? Were you able to request a withdrawal? Please let me know.

The cooling off period has ended and they have processed the withdrawal payment. I am waiting for the money to arrive in my bank account

Il periodo di riflessione è terminato e hanno processato il pagamento del prelievo. Attendo l'arrivo del denaro nel conto bancario

Thank you. Please let me know when you receive your winnings.

Money arrived in the bank account today.

However, I do not recommend this casino because it does not protect the player in case he wants to exclude himself after requesting a withdrawal.

Account closed instantly!

Denaro arrivato oggi sul conto bancario.

Sconsiglio comunque questo casinò perché non tutela il giocatore nel caso in cui ci si voglia autoescludere dopo aver richiesto un prelievo.

Conto chiuso all'istante!

Dear carsix79,

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,

Veronika

Casino.Guru