Maneki Casino - 選手の退会が遅れました。

Hello. I hope you can help.

on April 10th I applied to maneki for a payout of 1458 euros.

the account is verified. No bonus money was used. The payout was approved but did not arrive.

the support first spoke of 3-5 days, then up to 7 days etc.

I just wrote to the support again. I was supposed to upload bank statements proving no money arrived. I did this.

then 1000 apologies and the message that the money was booked back to my account and I should pay out again. But there was no money.

now excuses came again. And delay strategies.

can you do anything?

Best regards

Hallo. Ich hoffe ihr könnt helfen.

am 10. April habe ich bei maneki eine Auszahlung in Höhe von 1458 Euro beantragt.

das Konto ist verifiziert. Es wurde kein bonusgeld genutzt. Die Auszahlung wurde genehmigt, aber kam nicht an.

der Support sprach erst von 3-5 Tagen, dann bis 7 Tage usw.

soeben habe ich erneut mit dem Support geschrieben. Ich sollte Kontoauszüge hochladen, die belegen, dass kein Geld ankam. Das habe ich getan.

daraufhin 1000 Entschuldigungen und die Mitteilung, dass das Geld auf mein Konto zurückgebucht wurde und ich nochmal auszahlen soll. Da ist aber kein Geld angekommen.

jetzt kamen wieder Ausreden. Und Verzögerungsstrategien.

könnt ihr irgendwas machen?

viele Grüße

Dear 7hrd26c8qd,

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 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

Hello Petronela,

all right, i'm waiting. Unfortunately, the casino support tells me something different every time. Lately they've been saying it's my bank.

The payment was made on April 10th. approved and the account was already verified. It's been 8 days since then, but if you want me to wait another week, that's okay too.

Best regards

Hallo Petronela,

alles klar, ich warte. Der Support des Casinos erzählt mir leider jedes Mal etwas Anderes. Neuerdings sagen sie es liegt an meiner Bank.

Die Auszahlung wurde am 10.04. genehmigt und das Konto war bereits verifiziert. Seitdem sind 8 Tage vergangen, aber wenn ich noch eine Woche warten soll, ist das auch okay.

viele Grüße

Hello 7hrd26c8qd,

Have there been any developments since our last conversation, please? 

Hello. No money has arrived. Support wanted me to upload the bank statement. I did that to prove that the money didn't arrive.

However, they do not accept the bank statement, neither scanned as a pdf nor as an excel. You want an original pdf from the bank. I always get that from the bank at the end of the month.

otherwise there were excuses and the statement it was up to my bank, which I very much doubt. If it had been transferred, it would have been there a long time ago.

Best regards

Hallo. Es ist kein Geld angekommen. Der Support wollte, dass ich den Kontoauszug hochladen. Das habe ich getan, um zu beweisen, dass das Geld nicht ankam.

sie akzeptieren den Kontoauszug aber nicht, weder gescannt per pdf, noch per excel. Sie wollen ein Original pdf von der Bank. Das bekomme ich immer erst Ende des Monats von der Bank.

ansonsten kamen Ausreden und die Aussage es läge an meiner Bank, was ich allerdings sehr bezweifle. Wenn es überwiesen worden wäre, wäre es schon lange da.

viele Grüße

Always other excuses

Immer andere Ausreden

Thank you very much, 7hrd26c8qd, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you 7hrd26c8qd for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Maneki Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

I was unsuccessful with support. Unfortunately, every support employee tells something different. The problem has not been solved. Very sad.

Ich war erfolglos beim Support. Es ist leider so, dass jeder Support Mitarbeiter etwas Anderes erzählt. Das Problem wurde nicht gelöst. Sehr bedauerlich.

The money was now back in the casino account and I submitted a withdrawal request again. Now let's see

Das Geld war jetzt wieder im Casino Konto und ich habe nochmal einen Auszahlungsantrag gestellt. Jetzt schauen wir mal

Hello, 7hrd26c8qd

First and foremost, we sincerely apologize for the experience you had with getting your winnings. 

We would like to inform you that the delay in your initial withdrawal request was caused by an issue on the payment provider's side. As we can see, your new withdrawal attempt was successfully approved. Now you can await your winnings within the next few days. 

If there are still any concerns, please let us know, we would be happy to help. 

Sincerely, Maneki Casino

Thanks for the answer. The new payout has been approved, correct.

I was at this point 3 weeks ago. So I'll just wait and see if it's going to happen this time.

Danke für die Antwort. Die neue Auszahlung wurde genehmigt, stimmt.

vor 3 Wochen war ich aber auch schon an diesem Punkt. Insofern warte ich erst mal ab, ob es dieses Mal ankommt.

So far nothing has arrived. It was Instant Bank Transfer when paying out.

Bisher ist nichts angekommen. Es handelte sich um Instant Bank Transfer bei der Auszahlung.

The amount has now arrived. Thanks for the support.

Der Betrag kam jetzt an. Danke für die Unterstützung.

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, 7hrd26c8qd, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter