I would like to complain about the following casino.
I used the welcome offer (via Mastercard). Since I had played with real money first and was able to make a larger profit, I canceled the bonus (€600 bonus) and wanted to withdraw the remaining €2900.
I was then told via chat that I would first have to deposit with another deposit method that I could also use to withdraw. It would not be possible with Mastercard. So I deposited €50 with crypto. I lost €250 as a result and then wanted to withdraw the €2,700. In retrospect, it turned out that I had to pay out with Bank Transfer. So the information from the chat was incorrect.
I was told several times that I could withdraw €1200 per day. But only €400 per transaction. In other words 3x 400€ daily.
After a lengthy verification process, I have now requested 3x €400. Two days later, I was surprised that only €400 was paid out once. When I asked, I was told that the next €400 would only be paid out on 24.09. You can see the message from the chat here:
" As I can see in the system, the payouts will be made on the following dates 24.09; 27.09 and 02.10. I apologize that it is not all paid out on one day, however, these dates are determined by the finance department. For this reason, I cannot give the reason as to what factors are involved in determining the payout dates. "
This only concerns the €1200. The remaining 1100€ that I can then apply for will therefore take until the middle / end of October. I have been playing at online casinos almost every day for several years. This is intolerable for me. I find that really cheeky.
Hello,
We discussed this subject as well during the previous call, which was centered on complaints and the specifics of them, which we feel require more discussion. I have personally observed numerous players claiming that, for a variety of reasons, the withdrawal limits specified in the rules were not met. Let us ignore the technical difficulties. In my opinion, the casino ought to guarantee that players will consistently have the chance to withdraw funds in accordance with these caps. I recognize that different payment methods may cause limits to vary from one another, but that is still not a good excuse to break your own terms. Regarding that, I thought the response from the casino you mentioned was really regrettable.
For example, at Casino Guru, we take withdrawal limits into account in relation to the Safetz Index value. As a result, it is critical to handle this kind of situation responsibly, and we appreciate any chance to investigate the complaint further. It's good you came here and submitted one already.
Although certain payment methods may occasionally cause issues for casinos, I believe it is unprofessional to burden players with this. Effective customer service involves coming up with sensible solutions in odd situations. That's what I think.
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