Hello Madga, sorry i did not see you wrote me.
I talked to the chat today and apparently they were having some issues with the bank transfer option so i asked them to pay on my neteller account. I will give them until Monday evening before submitting a complaint since i am waiting also 3 other withdrawals on my neteller account from another casino.
Hello again,
my pleasure 🙂. Sadly, I'd say that technical issues are a bit more understandable, but I agree that the casino should try to suggest a different payment option, in such a situation.
Hello Radka,
Hope you had a nice Sunday...
I'll wait until tonight, with neteller normally it's instant. If it's not paid, I'll submit a complaint.
Hello mrmileena,
thank you! My Sunday was quick and probably consisted of less than 24 hours - do you know the feeling? 🙂
How was yours?
Anyway, your approach is very fair, let's see then. 🤞
Hello Radka,
OH yes I know the feeling every Sunday night 😊... Although my Sunday was relaxing and calm.
They replied to me this:
Good morning,
The payment issues are still being fixed. I hope to hear an update later today and I will fill you in. We are not stalling, when banks or payment methods we are currently using shut down we have to quickly connect to a new solution, some of them are easier to configure than others..
We appreciate your patience.
Thank you
I don't know what to do, should I wait or submit a complaint? They told me to wait, that complaint won't make it any faster... I'm a really patient person but it has been almost 3 weeks I'm waiting, so tell me please what should I do?
Hello mrmileena,
I recall one phrase from one of my favorite fairytales saying "It's sad as Monday!" 😀 I guess many people keep this feeling from Sunday afternoon in their heads...
Although your Sunday sounds good!
Regarding the withdrawal issue, sadly I guess you are correct. Imagine that you submit the complaint, we contact the casino and the reply would be the same. In this case, not pretty much we can do 🙁.
It truly seems that the problem is not exactly within our reach. Seems that you can only wait, for now, I'm sorry.
Hallo tut mir leid dir jegliche Hoffnung nehmen zu müssen, aber bei mir ging es 2 Monate mit den ANGEBLICHEN Problemen. Letztendlich habe ich die Auszahlung über 2200euro storniert und das Geld verballert. Für mich ist das systematischer Betrug. Das Casino war mal gut,jetzt scheint es aber nur noch auf Abzocke aus zu sein.
Trotzdem hoffe ich für dich das du an dein Geld kommst
Hello,
You should never reverse the withdrawal because you will always lose. You should just not play and wait it's paid. Personally I didn't deposit there since I'm waiting and I won't until it's paid out. But I feel your pain because it happened to me also in the past. I hope you are fine because 2200 euros is a very big amount.
Although I have the same feeling as you, they do not pay and find excuses just so you reverse it and lose, this way they don't have to pay.
I find it really suspicious that you take 3 weeks to fix a problem with bank. If my bank was taking so much time I would have changed the bank. Not to mention that I proposed to switch payment to neteller which is instant and it has been a week, nothing has changed.
Tomorrow will be 3 weeks exactly since I'm waiting.
Also if they want to be fair, since you have problems with banks and payments, they should not allow people to deposit until it's fixed but they allow people to deposit money knowing they have problems with withdrawals. Sounds pretty like a scam.
Hello there,
Allow me to add that three weeks are quite some time to suggest any solution and pay out the money.
Submit the complaint, so we can see what is happening inside, I'd like to see what the complaint team gets from the casino. Furthermore, December is almost upon us, so I don't want to see you waiting till next year, because of the upcoming holidays and staff shortages in the casino, and so on. Call me skeptical, but I would submit the complaint.
The casino may be in trouble with the payment provider-whatever, but the main concern should always be to find the solution.
I'm sorry it ended like this. Quite a sum you lost! 🙁
Do I understand correctly that the casino stated that the problem was missing payment options as well?
That is not good.
Hello again,
I talked to them and they told me that the issue is long to be fixed and that they are working hard to fix it because lots of players are in my situation.
They wrote that there is no need to submit a complaint unless you (casino guru team) can fix the problem yourself, I think this was kinda inappropriate to say although.
They promised that I'll be paid as soon as it is fixed and that I should not be worried and that the complaint won't fix the technical withdrawal issues they are having.
Hello again,
I just noticed I put these on wrong discussion... But here are some chats of what they told me... 
Hi there,
I must say that lots of casinos face serious problems with payment providers and withdrawals across the globe in general. It's probably caused by an unstable geopolitical situation as well as by local restrictions. I can imagine that this is a tough issue to explain, so I would not be so hard on them. Anyway, to which casino do these print screens belong, please?
3 weeks a quite a long time, but the casino communicates with you and is willing to share even an unpleasant explanation, I personally think that this is not so bad - if you'll get the winnings of course.
Hello Radka,
These screenshots are from mad money casino about the withdrawal. I'm sorry since I wrote also on luckycrypto discussion, I first had put it there wrongly, then I realized and put it here.
Yes,i told them I'll wait until Friday it will be 1 month by then and despite what they say, I'll submit complaint.
Hello mrmileena,
thank you for letting me know🙂.
I agree, you have been very patient. As I wrote the casino's main concern should be to send you the winnings using any possible method, let's just hope that that the casino will manage soon!
Hello again Radka 🙂,
here is the mail i received today:
Good morning,
Thank you for your patience. We finally have figured out the issue with the configuration for our new payment system. This means the fix is going into testing today and as soon as that passes your payment will be dispersed to your account. I apologize for the delay in this, we are hoping this new fix will prevent this from happening again.
We will be in touch soon,
Thank you and have a great day,
So let's wait and see... I told them again if it does not work that they are free to send the money on neteller or skrill.
Hello there 🙂,
Ok, I'll say that again - let's wait and see 😂. I'm still waiting for the happy end!
Hello,
Any informations about their live chat is not avaiable? I'm trying 2 days ago, but still cannot get in contact with them in live chat. It says its currenty unavailable. I have problem with my account, i made deposit for bonus, i completed the wager, but i see my balance as bonus balance. There is no active bonuses on my account.
So i cannot make withdrawals however i did the wager.
Greetings,
David
Hello,
The chat is usually a bot. First choose your language when it pops up and then choose agent. And someone will assist you.
Although you can also send a message per mail.
However, I am waiting my 2 withdrawals since 29th of October, apparently they are still having issues about payments systems, they figured out the issue and they are still testing them, by the way since Monday.
Its very hard to believe that knowing that we can deposit with every payment system but when it comes to withdraw with the same method, there is an issue. If the issue was real we should not be able to deposit either.
Hello,
Yeah i choosed the Agent option with English language. Still cannot connect to an Agent. It says: "Unfortunately I can not redirect you to one of our agents because they are currently unavailable. Your chat will be closed."
So i guess i have to wait for them to fix this too. 🙂
Sie müssen angemeldet sein, um einen Beitrag zu veröffentlichen..
Kostenlose professionelle Weiterbildungskurse speziell für Mitarbeiter von Online Casinos, die sich auf die Erfahrungen aus der Branche stützen, und die auf die Verbesserung der Spielerkenntnisse und auf einen fairen und verantwortungsvollen Umgang mit dem Glücksspiel abzielen.
Diese Initiative haben wir mt dem Ziel gestartet, ein globales Selbstausschlusssystem zu schaffen, das es gefährdeten Spielern ermöglicht, ihren Zugang zu allen Online-Glücksspielmöglichkeiten global zu sperren.
Diese Plattform wurde geschaffen, um all unsere Bemühungen einer breiten Öffentlichkeit zu präsentieren, damit unsere Vision einer sichereren und transparenteren Online-Glücksspielbranche auch in die Realität umgesetzt wird.
Ein anspruchsvolles Projekt, dessen Ziel es ist, die größten und verantwortungsvollsten Unternehmen im Bereich des iGaming auszuzeichnen und ihnen jene Anerkennung zukommen zu lassen, die sie auch verdienen.
