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The withdrawals are declined, the support claims it is due to my bank (Santander Visa card)

die Auszahlungen werden abgelehnt, der Support behauptet es läge an meiner Bank (Santander Visa Karte)

Dear Uwe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you tried contacting your bank as suggested? Is there any other withdrawal option, that would be suitable for you?

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,

Kristina

Hello Kristina,

First of all thanks for the quick reply.

I haven't reached anyone at the bank yet.

I have other credit cards, but Regentplay says the withdrawal can only be made on the card that was used to deposit.

Greetings Uwe

Hallo Kristina,

erstmal vielen Dank für die schnelle Antwort.

Bei der Bank habe ich noch niemanden erreicht.

Ich habe noch andere Kreditkarten, aber Regentplay sagt, die Auszahlung kann nur auf der Karte erfolgen, mit der eingezahlt.

Gruß, Uwe

Hi Kristina

The mistake is mine: I accidentally took my wife's credit card. We both got a new one at the same time and I must have sold out.

Strangely enough, the deposits were possible.

I have now activated another credit card and re-initiated the payout.

Hi Kristina

Der Fehler liegt bei mir: Ich habe ausversehen, die Kreditkarte meiner Frau genommen. Wir haben beide zeitgleich eine neue bekommen und ich habe mich wohl vergriffen.

Merkwürdigerseise waren die Einzahlungen möglich.

Ich habe jetzt eine andere Kreditkarte aktiviert und die Auszahlung neuveranlasst.

Uwe, thank you for letting us know. Please keep us updated, and let us know if there is anything new.

Dear Uwe,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.