Ovitoons Casino - プレイヤーが賞金を受け取れずにいます。

Hi.

I signed up at Ovitoons Casino, deposited €150 with a bonus, played, and ended up with €411. The payout is still in progress after several requests to customer support, although they have already assured me twice that the payout is "now" in progress and it only took so long because of KYC. They also apologized for the delay and said they would let me know, but to date I have not heard anything. Maybe you can help me?

Warm greetings

Hallo.

Ich habe mich bei Ovitoons Casino angemeldet, 150€ mit einem Bonus eingezahlt, gespielt, und landete am Ende bei 411€. Die Auszahlung ist nach mehrmaliger Anfrage beim Kundensupport immer noch in Arbeit, obwohl sie mir schon 2x zugesichert haben, dass die Auszahlung "jetzt" im Gange sei, und es nur wegen KYC so lange gedauert hat. Sie haben sich auch für die Verzögerung entschuldigt, und gesagt, dass sie mich imformieren, aber bis heute habe ich nichts gehört. Vielleicht können Sie mir ja helfen?

Liebe Grüße

Dear Shawnoo88,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Shawnoo88,

Have you received your withdrawal from the casino yet?

Hello Kristina. Yes, I received it yesterday. Sorry for the inconvenience. Regards.

Hallo Kristina. Ja gestern habe ich sie erhalten. Entschuldigen Sie bitte die Unannehmlichkeiten. Freundliche Grüße.

Awesome news, Shawnoo88. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.