EgoCasino - プレイヤーの撤退は遅れています。

I have registracion in this casino for 1 year and everytime I must wait 1-2 week for withdraws, but this time I wait over 20 days... I put withdraw request on 03.02 with Neteller and they still not send my money... I am verified and I have withdraws before this.

Dear miroradev13,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

My withdraw is pending in the casino. Normally time for wait for me is 1-2-3 days, even a week. From my withdraw request to today there passed 20 days...

Thank you very much, miroradev13, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello miroradev13,

I looked at your complaint and will do my best to help you. I would like to invite EgoCasino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the EgoCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

The war in Ukraine has affected processing companies and we have difficulties with payments. More time is needed to normalize the situation and return to the standard schedule. We apologize to you.

Dear Casino,

the player asked for withdrawal on 3.2.2022, so please, don't use war in Ukraine as an excuse. You need to process a payment to Bulgaria (not to Ukraine or from Ukraine). I'll set a timer for 7 days, please let us know when you'll make the payment. Otherwise, I'll be forced to close the complaint as unresolved and you can ask to reopen the complaint in case you'll prove that you paid him.

Thank you for understanding.

Dear miroradev13,

did you receive your winnings, please?

No, i still not receive it...

Dear EgoCasino,

unfortunately, I'm forced to close this complaint as unresolved. If you'll decide to pay the player just contact me and I'll reopen the complaint. My email: viliam.v@casino.guru

I'm really sorry miroradev13 I couldn't help you more.

Thank you for understanding.