BacanaPlay Casino DE - A retirada do jogador foi adiada.

I had free spins in this casino, fulfilled the wagering requirements and thus converted them into real money, then I deposited, my deposit was also in this account, then I wanted to withdraw, the withdrawal was also confirmed and suddenly nothing works, now I can play again, nor can I withdraw my real money amount, it always says that I should contact the customer service, I have written to them several times but rarely get an answer

Habe Freispiele in diesem Casino gehabt habe die Umsatzbedingungen erfüllt und somit in Echtgeld umgewandelt dann habe ich eingezahlt meine Einzahlung war auch auf diesem Konto dann wollte ich auszahlen Auszahlung wurde auch bestätigt und mit einmal geht gar nichts jetzt kann ich wieder spielen noch kann ich meinen Echtgeld Betrag auszahlen lassen das steht immer ich soll mich an den Kundenberater wenden habe schon mehrmals mit diesem geschrieben bekomme aber selten nur eine Antwort

Dear pirl878,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

To help us better understand your situation and assist you effectively, could you please provide the following information:

• What is the exact date when you requested the withdrawal?
• Is the withdrawal request visible in your casino account? If so, what is its current status?
• What responses have you received from the casino’s customer support regarding this issue?
• How long have you been experiencing problems with accessing or using your casino account?
• Have you tried logging into your account from a different device or browser?
• Have you cleared your cookies, cache, or browser history and then attempted to log in again?
• Have you completed the full KYC (Know Your Customer) verification process?

Thank you in advance for your reply. I hope we’ll be able to help you resolve this matter as soon as possible.

Best regards,

Veronika

Unfortunately I can't send him all the documentation I had with Barclay play because I had to reset my phone and almost everything is gone but what I have about the communication with this casino I will send him

Leider kann ich ihn nicht alle dokumentationsauskünfte senden die ich mit Barclay play hatte da ich mein Telefon neu machen musste und fast alles weg ist aber das was ich habe über die Kommunikation mit diesem Casino werde ich ihn zusenden

Yes, you also have the confirmation that I have deposited money. I have been trying to communicate with this casino the whole time since the 12th since 12.5. However, I still get answers like this, saying I should submit documents. I have done this again and again and now nothing has happened. I can neither play with the money I have deposited nor can I withdraw my money until later, always up to 359. Now only Euro money. The answer I get every time is contact the customer service representative. I don't know what to do anymore.

Ja haben Sie ja auch die Bestätigung dass ich eingezahlt habe dass ich die ganze Zeit seit am 12 seit dem 12.5 Versuche mit diesem Casino zu kommunizieren ich aber immer noch solche Antworten kriege mit ich soll Unterlagen nachreichen dies habe ich immer wieder getan und jetzt zog sich nichts ich kann weder spielen mit meinem Geld was ich eingezahlt habe noch kann ich mein erst spätes Geld immer zum 359 mittlerweile nur noch Euro Geld nicht auszahlen es kommt jedesmal die Antwort melden Sie sich an den Kundenberater ich weiß nicht mehr was ich tun soll

Thank you for the update. Could you please specify which documents you submitted to the casino? Also, did you sent them via email or uploaded them directly through your casino profile?

Has the casino confirmed that they received your documents and that they are being reviewed by the relevant department?

Additionally, have you completed the wagering requirements for both your bonus and the deposit amount?

I uploaded all the documents the casino wanted and they were approved

Ich habe alle Dokumente die das casino wollt hochgeladen und die wrden auch genehmigt

Thank you very much, pirl878, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much

Danke schön

Hello there,

Thank you pirl878 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BacanaPlay Casino DE for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

I have sent the bank statements to this casino five times already, my account was verified and the statements were approved and still I cannot withdraw

Ich habe die Kontoauszüge schon das fünf-facher mal an dieses Casino gesendet mein Konto wurde verifiziert auch die Auszüge genehmigt und trotzdem kann ich nicht auszahlen

This message came from

Diese naricht kamm vin denn

We would like to ask the casino 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 may negatively affect its rating.

Ok I hope this helps and thanks again

Ok ich hoffe das bringt was und danke nochmal

Dear pirl878 , I am in contact with the casino representative and was asked to post the following response:

Thank you for your patience while we process your case.

We have reviewed the bank statement you provided.

We were able to determine that the deposits were initially sent, but both were credited back to your account on the 5th, meaning we have not received the amounts.

The winnings in your account were obtained through one of these chargebacks (Deposit ID: 236828946). Since the funds for this deposit were never received by us, the winnings are null and void.

Unfortunately, in this case you are not entitled to any winnings.

We understand if this result disappoints you.

If you have any further questions, we are always there for you.

Dear pirl878, I am in contact with the casino representative and was asked to post the following response:

Ich bedanke mich für Ihre Geduld während wir Ihren Fall bearbeiten. 

Wir haben den von Ihnen bereitgestellten Kontoauszug geprüft.

Wir konnten feststellen, dass die Einzahlungen vorerst gesendet wurden, beide jedoch am 05. wieder zurück auf Ihr Konto gebucht wurden und wir die Beträge dadurch nicht erhalten haben.

Die Gewinne auf Ihrem Konto wurden durch eine dieser Rückbuchungen erlangt (Deposit ID: 236828946). Da die Gelder für diese Einzahlung nie bei uns eingingen sind die Gewinne damit null und nichtig.

Leider stehen Ihnen in diesem Fall auch keinerlei Gewinne zu.

Wir verstehen, wenn dieses Ergebnis Sie enttäuscht.

Sollten Sie weitere Fragen haben sind wir jederzeit für Sie da.

Dear pirl878,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru