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More than 14 days ago, I asked for a withdrawal of 400 Euro. The selection is displayed in a "pending" state, but has still not been made. When I first asked the casino, I received an answer that the withdrawals were sent gradually and to wait. But at least there was no approximate information on how long I would have to wait for the selection. I sent a second question yesterday, to which I have not yet received an answer. Since 2 weeks seems like a very long time to wait to receive a prize, I decided to file a complaint and ask if it is possible to help speed up the selection process.

Před více než 14ti dny jsem požádal o výběr 400 Euro. Výběr se zobrazuje ve stavu "pending", ale stále nebyl proveden. Při prvním dotazu do kasína jsem obdržel odpověď, že výběry jsou posílány postupně a abych čekal. Chyběla ale alespoň přibližná informace, jak dlouho budu na výběr čekat. Včera jsem zaslal druhý dotaz, na který jsem doposud neobdržel odpověď. Protože 2 týdny mi příjde jako velmi dlouhá doba pro čekání na obdržení výhry, rozhodl jsem se podat stížnost a zeptat se, zda je možné nějak pomoci s urychlením vyřízení výběru.

Dear mprovod,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Based on your previous complaint I hope I assume correctly that you have made successful withdrawals before and that you have passed the verification.

Which payment method to withdraw your winnings you have opted for? Was it the same payment method as previously? Have you accumulated your winnings with or without an active bonus? 

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Madam,

thank you for the quick reply. I have previously successfully withdrawn my winnings from this casino. But it was a different payment method. This time I used an account I have with Neteller, but this account was successfully verified at the casino (I will forward the verification confirmation by email). I am collecting winnings without a bonus. I had a bonus and free spins at the casino before, but they expired. This win came from the money I deposited.

Thanks again and I'll forward the conversation with the casino.

Regards,

Miroslav

Vážená paní,

děkuji za rychlou odpověď. Z tohoto casina jsem již dříve úspěšně vybral své výhry. Bylo to ale jinou platební metodou. Tentokrát jsem použil účet, který mám u Neteller, ale tento účet byl u kasína úspěšně ověřen (potvrzení o ověření přepošlu emailem). Výhry jsem nashromáždil bez bonusu. Měl jsem předtím u kasína nějaký bonus a protočení zdarma, které ale expirovali. Tato výhra pocházela ze mnou vložených peněz.

Ještě jednou děkuji a konverzaci s kasínem přepošlu.

S pozdravem,

Miroslav

Dear mprovod,

I sent a request to the finance department.

Best Regards,

EgoCasino.

Hello mprovod and EgoCasino,

Thank you both for your replies. Mprovod, please, let us know if there is anything new regarding this complaint, so we can proceed accordingly.

Hello,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi,

nothing new has yet come from the casino and my € 400 withdrawal is still awaiting approval.

If you need any more information, please let me know.

Thank you and kind regards,

Miroslav

Ahoj,

z kasína stále nic nového nepřišlo a můj výběr ve výši 400 EUR stále čeká na schválení.

Pokud potřebujete ještě nějaké informace, tak prosím dejte vědět.

Děkuji a s pozdravem,

Miroslav

Thank you very much mprovod for the update. I will now transfer your complaint to my colleague Tomas 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.

Hello, mprovod!

I will take care of your complaint from now on. I would like to ask EgoCasino if there is any news about the withdrawal.

Dear mprovod,

I have sent your request to the finance department. Please expect payment of funds.

Best Regards,

EgoCasino.

Dear mprovod,

I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Good day,

I'm just adding that the casino asked me to request 2 withdrawals of 250 and 150 Euros, instead of the original one of 400 Euros. I just applied for selections. When I receive the money, I will write.

Regards,

Miroslav

Dobrý den,

jen přidávám informaci, že mě kasino poprosilo o zažádání o 2 výběry ve výši 250 a 150 Euro, namísto původního jednoho výběru ve výši 400 Euro. O výběry jsem právě zažádal. Až peníze obdržím, tak napíši.

S pozdravem,

Miroslav

Good day,

I just received 150 Euros. So there is still 250 Euro left. When they come, I'll write.

Thank you and kind regards,

Miroslav

Dobrý den,

právě mi přišlo 150 Euro. Zbývá tedy ještě 250 Euro. Až příjdou, tak napíšu.

Děkuji a s pozdravem,

Miroslav

Thank you Mprovod for your response.

I updated the disputed amount to 250€. Is your withdrawal request still pending? Did you receive an explanation from the casino as, why the payment was split into 2 parts?

Keep us updated.

Thank you for your reply and update.

I did not receive an explanation from the casino, I just received an email:

"

Dear Miroslav,

Hello! For the faster checking of your request, please, create new withdrawal requests on your Neteller in the amount of 250 and 150 euro. Have a nice day!

If there is anything else we can do, just let us know.

Best wishes,

Ego Team

"

So I divided the payment into 2 parts, as recommended. The first part of 150 Euros arrived the same day, the second part of 250 Euros is still waiting to be processed.

As soon as I receive the amount, I will inform you.

Thank you and kind regards,

Miroslav

Děkuji za odpověď a aktualizaci.

Vysvětlení jsem od kasína neobdržel, jen jsem dostal email:

"

Dear Miroslav,

Hello! For the faster checking of your request, please, create new withdrawal requests on your Neteller in the amount of 250 and 150 euro. Have a nice day!

If there is anything else we can do, just let us know.

Best wishes,

Ego Team

"

Platbu jsem tedy rozdělil na 2 části, jak bylo doporučeno. První část ve výši 150 Eur přišla ještě téhož dne, druhá ve výši 250 Euro stále čeká na zpracování.

Jakmile částku dostanu, tak Vás budu informovat.

Děkuji a s pozdravem,

Miroslav

Dear mprovod,

The last withdrawal request has been processed by the finance department.

Best Regards,

EgoCasino.

Thank you for the report and processing of the selection.

I hereby confirm that I have received the second part of the withdrawal of 250 Euros on my Neteller account.

Casino Guru can therefore close this complaint.

Thank you for your help and for your settlement.

Regards,

Miroslav Provod

D´ěkuji za zprávu a zpracování výběru.

Tímto potvrzuji, že jsem na svůj účet Neteller obdržel druhou část výběru ve výši 250 Euro.

Casino Guru tedy může tuto stížnost uzavřít.

Děkuji za pomoc a za vyřízení.

S pozdravem,

Miroslav Provod

I am glad to hear that, Mprovod! Thank you for letting us know. 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.