Casino MGA - A retirada do jogador foi adiada.

Hello casino gurus,

On 08/23/21 I requested a withdrawal of € 2500 from casinomga.

After several contacts with customer service, it was said that the completion of the payout can take between 7-21 working days.

The time period has now been exceeded.

Now it was said that it can take a little longer ...

What exactly should I do?

Hallo Casinogurus,

Ich habe am 23.08.21 bei casinomga eine Auszahlung von 2500€ beantragt.

Nach mehrmaligem Kontakt mit dem Kundenservice hieß es, dass die Auszahlunsvollendung zwischen 7-21 Werktagen dauern kann.

Mittlerweile ist der Zeitraum überschritten.

Nun hieß es, dass es auch mal etwas länger dauern kann...

Was genau Soll ich tun?

Hello Aaron,

Thank you very much submitting your complaint and I'm sorry to hear about your issue with Casino MGA.

Before we would try to contact the casino, allow me to ask you a few more question to clarify the case as much as possible.

Is your account fully verified in the casino? Is this your first withdrawal request there? Did you use any deposit or no deposit bonus to earn your current winnings?

Delayed payments are the most common complaints we deal with and we usually recommend to wait at least 14 days after the withdrawal request has been processed as there are many aspects affecting the time frame. As in your case it took much longer, I believe the casino will be able to give us an fitting reason for the delay.

Please also send forward any relevant proof or communication with the casino to nikolas.b@casino.guru

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Casino.guru

Hello Nick,

Thank you for your prompt reply!

1. Yes, I have fully verified my account

2. Yes, I received a deposit bonus, but implemented it in full before the payout and have not yet placed a maximum stake of € 5 per bet. Only after the complete wagering did I occasionally bet with € 6 or € 8.

I have read several times now that this casino in particular has long waiting times for withdrawals.

Do you need more screenshots? (e.g. from the chat with customer service, etc.)

Or how is the further procedure on your part?

Greetings Aaron

Hallo Nick,

Danke für die schnelle Antwort!

1. Ja, ich habe meinen Account vollständig verifiziert

2. Ja ich habe einen Einzahlungsbonus erhalten, aber vor der Auszahlung vollständigen umgesetzt und bis dato nicht über einen maximalen Einsatz von 5€ pro Wette gesetzt. Erst nach dem vollständigen Umsetzten habe ich zwischendurch auch mal mit 6€ oder 8€ gewettet.

Ich habe jetzt schon öfter gelesen, dass es gerade bei diesem Casino zu langen Auszahlungswartezeiten kommt.

Brauchen Sie noch weitere Screenshots? (z.B. von dem Chat mit dem Kundenservice, etc.)

Oder wie ist die weitere Vorgehensweise Deinerseits?

Gruß Aaron

Dear Aaron,

Once you finished the wagering the max bet should not matter, however, this term still applied during the wagering:

"Where a player places a single bet equal to or exceeding 20% of the value of a bonus received before fulfilling the play through requirements for that bonus."

Could you please advise how much did you deposit, and what % bonus was it?

Hello Nick,

I deposited € 20 and got a bonus of € 50 which is 250%

20% of 50 € = 10 €

LG

Hallo Nick,

Ich habe 20€ eingezahlt und einen Bonus in Höhe von 50€ bekommen, d.h. 250%

20% von 50€ = 10€

LG

Thank you Aaron for additional information. I'll now forward your complaint to my collegue Martin who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Aaron!

From now on, I will take care of your complaint. I would like to invite representatives of Casino MGA into this complaint in order to help us resolve the withdrawal issue.

Hello Martin,

Thank you in advance for the time you invested!

Hopefully we'll get on with that.

Hallo Martin,

Danke vorab für deinen Zeitaufwand!

Hoffentlich kommen wir damit weiter.

We would like to ask Casino MGA to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way and cement it's reputation in the lower ranks on our website.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.