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On 30 November 2020, I made a withdrawal of EUR 500 into my EcoPayz account. It has been a multiple choice and it has never been a problem before, although I sometimes waited for 2 weeks to choose from. However, this selection is still in the "pending" status. On December 28, after asking about the withdrawal, the casino wrote to me that they had a large number of withdrawal requests and were therefore currently on hold, but assured me that the withdrawal would be made in a short time. On January 11, nothing still happened, so I sent another question about the selection. I received this answer: "Thank you for contacting us. We have forward a request to our financial department once again to speed up your withdrawal. Your understanding is highly appreciated." Today, it has been a month and a half since the application and the selection is still in a "pending" state, and despite all the assurances from the casino that the selection will be made, nothing happens. In addition, I still have EUR 99.55 in my casino account, which I will only be able to withdraw after the current withdrawal has been approved.

Dne 30. listopadu 2020 jsem provedl výběr ve výší 500 EUR na můj účet EcoPayz. Byl to již několikátý výběr a nikdy předtím nebyl problém, i když jsem na výběr občas čekal třeba 2 týdny. Tento výběr je však stále ve statusu "pending". Casino mi dne 28. prosince po dotazu ohledně výběru napsalo, že mají velký počet žádostí o výběry, a proto jsou v současné době zdržení, ale ujistilo mne, že výběr bude již za ne moc dlohou dobu proveden. 11. ledna se stále nic nedělo, tak jsem poslal další dotaz ohledně výběru. Přišla mi tato odpověď: "Thank you for contacting us. We have forward a request to our financial department once again to speed up your withdrawal. Your understanding is highly appreciated." Dnes je to již měsíc a půl od žádosti a výběr je stále ve stavu "pending" a i přes všechna ujištění od kasina, že výběr bude proveden, se nic neděje. Navíc mám stále 99.55 EUR na účtě kasina, které budu moci vybrat až po schválení současného výběru.

Dear mprovod,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have received any payment in the past from this casino? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good day,

thank you for answer. In the past, I have received several withdrawals from this casino on my EcoPayz account. Some of them lasted even 3 weeks, but never as long as this one. The prize was collected with an active bonus, but I have read all the conditions and I am sure that I did not violate the bonus conditions (the bonus was necessarily rolled over and the maximum allowed bet was not violated). The casino just wrote me (probably an automatic message) that I can get a maximum of 1000 EUR from the bonus, which is more than my win and it should not be a problem. If you need any further information, please contact me.

Thank you in advance for your help and best regards,

Miroslav ***

Dobrý den,

děkuji za odpověď. V minulosti jsem již na můj účet EcoPayz obdržel několik výběrů z tohoto kasína. Některé z nich trvaly třeba i 3 týdny, ale nikdy ne tak dlouho jako tento. Výhra byla nashromážděna s aktivním bonusem, ale přečetl jsem si všechny podmínky a jsem si jistý, že jsem bonusové podmínky neporušil (bonus byl potřebně protočen a maximálni povolená sázka nebyla porušena). Kasíno mi jen napsalo (zřejmě automatická zpráva), že z bonusu mohu získat maxiálně 1000 EUR, což je ale více než moje výhra a neměl by to tedy být problém. Pokud budete potřebovat nějaké další informace, tak mě prosím kontaktujte.

Předem děkuji za pomoc a s pozdravem,

Miroslav ***

Thank you very much, mprovod, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Dear mprovod,

Your withdrawal request has been processed.

Best regards,

EgoCasino.

Good day,

I confirm that my EUR 500 EgoCasino withdrawal has just been accepted. Therefore, you can close this complaint as resolved.

Thank you for your help and best regards,

Miroslav Provod

Dobrý den,

potvrzuji, že můj výběr z EgoCasino ve výší 500 EUR byl právě přijat. Tuto stížnost tedy můžete uzavřít jako vyřešenou.

Děkuji za pomoc a s pozdravem,

Miroslav Provod

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.