Arlekin Casino - Затримка зняття коштів

Hi, in the last 2 days I have paid € 60. On my third deposit I was automatically given a 75% deposit bonus and 50 free spins. After I finished my balance, I had 50 free spins left to play. From these 50 free spins I won about € 8 .. Of course these € 8 were blocked by the bonus .. So I play them on my favorite Booongo slot .. From the information about this bonus it was written that to unlock the bonus I had to play 400 times the mail. By playing these € 8 I managed to unlock them and when I reached € 200 (withdrawable) I stopped. I proceeded with the withdrawal and entered all the documents they requested for verification. To be sure, immediately afterwards I contact the operator in chat asking him if everything was ok with the verification and with my withdrawal. The operator replies that everything is ok with both the withdrawal and the verification (and I also took the screenshot of the chat). After closing the chat I get an email where it says that my withdrawal has been canceled because the bonus I have played with has the maximum winning amount etc etc .. THAT IS .. A SCAM SITE IN ALL EFFECTS 🤬🤬🤬 🤬🤬🤬🤬🤬 .. SCANDALOS! An excuse not to pay me BASTARDI .. I kindly ask you of the casino guru to help me !! Attached is the screenshot of their email that they canceled my withdrawal! 🤬🤬🤬

Salve, in questi ultimi 2 giorni ho versato 60€. Al terzo deposito mi è stato dato in automatico il 75% di bonus deposito e 50 giri gratuiti. Dopo aver terminato il saldo mi erano rimasti da giocare i 50 free spin. Da questi 50 free spin ho vinto circa 8€.. Naturalmente questi 8€ erano bloccati dal bonus.. Allora li gioco sulla mia slot preferita di Booongo.. Dalle informazioni di questo bonus c’era scritto che per sbloccare il bonus dovevo giocare 400 volte la posta. Giocando questi 8€ sono riuscito a sbloccarli e arrivato a 200€ (prelevabili) mi sono fermato. Ho proceduto con il prelievo e ho inserito tutti i documenti da loro richiesti per la verifica. Per essere certo subito dopo contatto l’operatore in chat chiedendogli se fosse tutto ok con la verifica e con il mio prelievo. L’operatore mi risponde che è tutto ok sia con il prelievo che con la verifica (e ho fatto anche lo screenshot della chat). Dopo aver chiuso la chat mi arriva un’email dove dice che il mio prelievo è stato annullato perché il bonus con cui ho giocato ha l’importo massimo di vincita ecc ecc.. CIOÈ.. UN SITO TRUFFA A TUTTI GLI EFFETTI 🤬🤬🤬🤬🤬🤬🤬🤬.. SCANDALOSI! Una scusa per non pagarmi🤬🤬🤬 BASTARDI.. chiedo gentilmente a voi di casinó guru di aiutarmi!! In allegato lo screenshot della loro email che mi hanno annullato il prelievo!🤬🤬🤬

Dear Ragmn82,

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

Greetings to all, dear ones.

I have clarified all the information regarding your claim. As far as I know, the player has won from a bonus of 200 euros, and it was originally cut (in accordance with the rules of winning from Frispins), but cut it, unfortunately, incorrectly, and then again credited the balance of the missing amount. That is, it was 200, cut 150 instead of 50 (by mistake) and then returned 100. 

We are very sorry that you have faced such unprofessionalism on our part, but the employee has already been punished for negligence. I really hope for your understanding. Human error does happen sometimes.

We apologize for that.

Regards, 

Arlekin team 

Case solved. I confirm what the operator of the Arlekin Casino website wrote. No problem .. you can go wrong and I appreciate that you have noticed and confirmed it. In addition I want to give points in favor to this platform because after a win of € 500, it is true that they asked me for 100 documents for verification, but after 4 days I had the money in my bank account. Thanks again to CASINO GURU for the support and thanks again to ARLEKIN CASINO for their seriousness and transparency.

Caso risolto. Confermo quello che ha scritto l’operatore del sito di Arlekin Casinó. Nessun problema.. si può sbagliare e apprezzo che ve ne siate accorti e lo avete confermato. In più voglio dare punti a favore a questa piattaforma perché dopo una vincita di 500€, è vero si che mi hanno chiesto 100 documenti per la verifica, però dopo 4 gg avevo i soldi sul mio conto corrente bancario. Grazie ancora a CASINO GURU per il supporto e grazie mille ancora ad ARLEKIN CASINO per la loro serietà e trasparenza.

Awesome news, Ragmn82. 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.