Win MaChance Casino - プレイヤーの撤退が遅れています。

I withdrew € 400.00 by bank transfer and then € 200 via bitcoin, 13 days have passed since the first withdrawal and I have not yet been credited and 5 days from the second withdrawal that this too has not been credited.

Despite speaking to the live chat where I was told he would be arriving soon

Ho prelevato 400,00€ attraverso bonifico bancario e successivamente 200€ tramite bitcoin, sono passati 13 giorni dal primo prelievo e non mi è ancora stato accreditato e 5 giorni dal secondo prelievo che anche questo non è stato accreditato.

Nonostante abbia parlato con la live chat dove mi era stato detto che sarebbe arrivato al più presto

Dear Umberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before? Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Umberto for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Umberto,

I am sorry to hear that your withdrawals have been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite MaChance Casino representative to join this conversation and participate in the resolution of this complaint.

Dear MaChance Casino team, could you please state the reason why the player's withdrawals have not been fully processed yet and when can he expect the payments?

Thank you in advance for providing the information.

Has been solved

È stato risolto

Thank you, Umberto, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru