50 Crowns Casino - O jogador enfrenta problemas de retirada e verificação.

Good day,

I am constantly being put off when inquiring about withdrawals. Firstly, the verification is a never-ending procedure.

In addition, a withdrawal has now been canceled on the grounds that the maximum withdrawal per day is 5000 even though it was not submitted on the same day.

Guten Tag,

ich werde bei der anfrage zu der Auszahlung andauernd vertröstet. Zuerst war der Verifizierung ein ewiges Prozedere.

Zudem wurde jetzt noch eine Auszahlung storniert mit der Begründung, die Auszahlung pro Tag ist Max. 5000. dabei wurden die nicht am selben Tag eingereicht.

Dear Sandra78,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Thanks for the fast respond.

The verification has now been completed.

But the payout is not processed. After asking, we are always put off.

I made or requested the payout on Sunday (December 10th).

Best regards

Sandra

Guten Tag,

Danke für die schnelle Rückmeldung.

Die Verifizierung ist mittlerweile abgeschlossen.

Aber die Auszahlung wird nicht durchgeführt. Nach Nachfragen wir man immer wieder vertröstet.

Die Auszahlung habe ich am Sonntag (10.12.) getätigt bzw. beantragt.

Herzliche Grüße

Sandra

I fully understand your frustration, Sandra78. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Sandra78,

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.

Good morning The matter has been resolved. Thank you and all the best for the new year

Guten Morgen. Anliegen hat sich erledigt. Danke und alles Gute für das neue Jahr

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sandra78, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru

The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.