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I am experiencing an issue with my 500-euro withdrawal via credit card. The casino is waiting for a response from the provider to understand the status of my withdrawal. What I don't understand is why my withdrawal is still pending on their site. If the withdrawal had been processed, it would either be rejected or I would have received it. Could you please help me recover this withdrawal? I don't know what to think anymore.

j e rencontre un soucis avec mon retrait de 500euro par carte bancaire le casino attende une réponse du fournisseur pour savoir où et mon retrait, ce que je ne comprends pas c est que mon retrait est toujours en attente sur leurs site, si le retrait avais été traité il serais rejeté ou je l'aurais reçus pourriez vous svp m aider à récupérer ce retrait, car je ne sais pas quoi pensé ?

Dear Rebecca85, 

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.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

hello the withdrawal request was made on Saturday 08 and this is still pending, they told me that there is a problem with my payment, they contact their supplier.

I have never made a withdrawal on their site

bonjour la demande de retrait a été effectué samedi 08 est cela est toujours en attente , ont me dit qu il a un problème avec mon paiment il contact leurs fournisseur.

j e n ai jamais effectué de retrait sur leurs site

Thank you for your reply, Rebecca85. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

thank you very much I will let you know if there is any change

merci beaucoup je vous tiens au courant si il a du changement

Dear Rebecca85,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hello you can stop the complaint I received the payment and they chose the withdrawal method, and I would no longer play with them because for me they are not serious

bonjour vous pouvez arrêter la plainte j'ai reçu le paiement et il ont choisi la méthode de retrait, et je ne jouerais plus chez eux car pour moi il ne sont pas sérieux

Dear Rebecca85,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru