Instant Casino - プレイヤーの撤退が遅れています。

I am requesting assistance from your site as this is a significant sum of money for me. I have always played on this casino.

Good morning,

I am writing regarding my withdrawal with the following reference: a486fa93-3336-41cc-a41a-5e8d95814331, made on January 17, 2024.

It has been more than 6 days that I have been waiting for the payment, despite your terms indicating that withdrawals are generally instant or processed within a maximum of 24 hours in case of manual review. Despite my reminders and the prolonged wait, I have not yet received any clear response from you nor confirmation that the payment has been made.

I also want to clarify that I use a bank that processes transfers instantly. Therefore, if the payment had indeed been sent within the expected time, I would have already received it. This demonstrates that my request is still being held up on your side.

I therefore ask you to proceed with this payment without further delays, as stated in your own terms. If the payment is not made as soon as possible, I will be forced to take other steps, including filing an official complaint for the breach of your contractual obligations.

Awaiting your prompt response,

Best regards

Chiedo al vostro sito aiuto, questa è una somma di denaro importante per me. Ho sempre giocato su questo casinò.

Buongiorno,

Vi scrivo in merito al mio prelievo con la seguente referenza: a486fa93-3336-41cc-a41a-5e8d95814331, effettuato il 17 gennaio 2024.

È ormai da più di 6 giorni che attendo il pagamento, nonostante le vostre condizioni indichino che i prelievi siano generalmente istantanei o elaborati entro un massimo di 24 ore in caso di revisione manuale. Nonostante i miei solleciti e l’attesa prolungata, non ho ancora ricevuto alcuna risposta chiara da parte vostra né la conferma che il pagamento sia stato effettuato.

Desidero anche precisare che utilizzo una banca che elabora i bonifici in maniera istantanea. Pertanto, se il pagamento fosse stato effettivamente inviato nei tempi previsti, lo avrei già ricevuto. Questo dimostra che la gestione della mia richiesta è ancora bloccata dalla vostra parte.

Vi chiedo quindi di procedere con questo pagamento senza ulteriori ritardi, come indicato nelle vostre stesse condizioni. Se il pagamento non verrà effettuato nel più breve tempo possibile, sarò costretto a prendere altre misure, incluso il deposito di un reclamo ufficiale per il mancato rispetto dei vostri obblighi contrattuali.

In attesa di una vostra pronta risposta,

Cordiali saluti

Dear Malik68200,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

They paid me, thank you very much.

Mi hanno pagato, vi ringrazio molto.

Dear Malik68200,

Great news 🤩 We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru