Casino Sieger - A retirada do jogador foi adiada.

Hello, I would like to lodge a complaint against Casino Sieger.

On 03/29/21 I requested a payment of 500 euros.

There were no documents that I sent to the casino and my game manager Sofia (sofia@casinosieger.com).

I could not understand the procedure because my account was already verified and money had already been paid out to me.

After a few emails I sent the documents and they promised me that my payment would be processed immediately.

Unfortunately this has not happened and the withdrawal is still not approved. There are new excuses every day and I should be patient.

It if I ask. Sofia, live chat and email support do not provide any information about what is wrong.

I am slowly finding that no longer acceptable.

As I read, this is not an isolated case for me.

What can I do?

Should I report the matter to MGA?

Can you take matters in hand?

Thank you very much.

Shosha

Dear Schoscha,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that you have received successful payments from this casino in the past? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello and thanks. Exactly the casino has already paid me out several times. So verification shouldn't be the problem.

It is about the internal account of the casino, the status is pending. You won't get a proper answer from anyone.

Hallo und danke. Genau das Casino hat bereits mehrfach an mich ausgezahlt. Die Überprüfung sollte also nicht das Problem sein.

Es geht um das interne Konto des Casinos, der Status steht auf ausstehend. Eine ordentliche antwort bekommt man auch von niemandem.

I can’t do anything now but wait? Do you write to the casino? Maybe they accelerate that.

Ich kann jetzt nichts weiter machen als warten? Schreiben sie das Casino denn an? Evtl beschleunigen sie das ja.

Thank you very much, Schoscha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Schoscha,

I looked at your case and understand the situation. I will contact the casino and see if I can speed up the process. I would like to invite Casino Sieger to the conversation to participate in the resolution of this complaint.

Hello, and thank you very much in advance.

Hallo, und im Vorfeld vielen Dank.

Hello again. Has Casino Sieger participated in the clarification in other cases or do they usually not report here?

Hallo nochmal. Hat Casino Sieger sich den in anderen Fällen an der Klärung beteiligt oder melden sie sich gewöhnlich nicht hier?

Hi Schoscha,

The casino's staff changes quite often, but usually they reply and try to help solving the issues.

Hello. I suspect nothing more will come. is it an insolence or not? I mean we're talking about 500 euros. what do you do at 50,000 euros? what will be your next steps?

should I report the case to mga? I am registered there. so wouldn't be a problem.

Hi Schoscha,

Let's be patient here and wait for a reply from the casino. I will give them a nudge about this. You can submit a complaint to the MGA, but I'm not sure if they can help speed up issues with delayed payments like this.

Dear Customer,

We apologize for the late reply. Just confirming that we have received your request and working on the best possible resolution.

Please, allow the relevant teams some time to perform the necessary checks.

We will get back to you shortly.

Sincerely,

Casino Sieger Complaints team

I do not understand that completely. what should i confirm? that's what I've been hearing for weeks. I should be patient and give you time. where is the problem?

Dear Casino Sieger Team,

Has there been any news regarding the complaint?

Dear Customer,

We have checked your account and we are pleased to say that your withdrawal request of €500 is approved and done from our end. On 21st of April the funds have been released towards your bank account and you should receive them shortly. 

Kind regards,

Casino Sieger Complaints Team

allegedly the casino transferred the money. the casino wrote that to me 5 days ago. According to the casino, the transfer takes 3-5 days. actually I could expect that it will really take 5 days. another day then the payout took exactly one month. I know one thing for sure. In this casino group I will not deposit another cent; it is outrageous the one payout one. Month lasts. I have never experienced this in any other casino with significantly more profit

I've never seen a transfer take 6 days. not even from abroad.

Hi everybody,

Thank you for your replies.

Dear Schoscha,

Have you received your funds?

Dear Schoscha,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Excuse me. I have a lot on my mind. There is money, thank you.

Entschuldigen sie. Habe viel um die Ohren. Geld ist da danke.

Hi Schoscha,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter