Weiss Casino - O pagamento do jogador foi atrasado.

Good evening, based on the fact that WEISS casino promises fast withdrawals, I am here to report the following!

Today at 5:00 PM, I requested a withdrawal of 1260$\€, and initially, everything went smoothly. However, at this moment, 8:40 PM, I still have not received any amount in my account.

It is important to note that my account has been properly verified for over 3 months.

In contact with support/chat, they mentioned that I should have already received it as everything is processed on their end. They are also requiring me to prove that I haven't received it by sending a bank statement, as a screenshot of the account is not sufficient. Knowing that statements are monthly, the statement will only be available in January.

I earnestly request that those in authority resolve this situation for me.

Boa noite, com base no facto do WEISS casino prometer levantamentos rápidos, venho aqui reportar o seguinte!

hoje pelas 17h, solicitei um levantamento de 1260$\€ tendo numa fase inicial tudo corrido em conformidade, no entanto neste momento, as 20h40 tenho a dizer que ainda não recebi qualquer valor na minha conta.

importa referir que já tenho a conta devidamente verificada há mais de 3 meses.

em contacto com apoio/chat, os mesmos dizem que eu já devia ter recebido uma vez que da parte deles está tudo processado exigindo ainda que eu faça prova, de que não recebi, enviando extrato bancário pois o print da conta não é suficiente. Sabendo que os extratos são mensais pelo que o extrato só estará disponível em janeiro.

peço encarecidamente que quem de direito me resolva esta situação

Dear zito,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

17 hours later, I still haven't seen the money.

it's unacceptable that in 2024 players will have to wait so long to see their winnings credited to their account. When there are bookmakers/casinos that pay out SEPA instantly.

The most unacceptable thing is that we come here looking for help and have to listen to you say that we have to wait 14 days for processing and only then do you intervene. Nowhere on this planet does a payment take 14 days? Why is there no hassle when you deposit, but always problems when you withdraw? It's clear that WEISS CASINO is a fraud, they don't pay or show any interest in resolving the situation

17 horas depois, continuo sem ver o dinheiro.

é inadmissível que em 2024 os jogadores tenham de esperar tanto tempo para verem seu saque creditados na conta. Quando existem casas de apostas/casino que pagam em SEPA de forma instantânea.

o mais inadmissível é virmos aqui procurar ajuda e termos de ouvir-vos dizer que temos de esperar 14 dias pelo processamento e só depois é que intervêm. Mas em algum lado deste planeta um pagamento levam 14 dias? Porquê não há constrangimento na hora do depósito mas há sempre problemas na hora do saque? Está mais que visto que WEISS CASINO é uma fraude, não pagam nem mostram interesse em resolver a situação

Dear zito,

We are the official representatives of WEISS Casino, and we would like to express our sincere gratitude for bringing this matter to our attention. We have thoroughly reviewed your case and would like to inform you that, according to WEISS.Bet platform, your withdrawal request has been processed, and the funds have been successfully transferred.

However, please note that the method you chose for the withdrawal does not guarantee an instant transfer, which may result in an indefinite delay in the completion of the transaction. Regrettably, we do not have control over the timeframes set by the payment provider.

We would like to assure you that, from our side, the withdrawal has been fully processed and sent as requested. Please anticipate the funds to arrive at the earliest opportunity. If you do not receive the payment within the next 24 hours, we kindly ask that you contact our support team for further assistance.

Kind regards,

WEISS Team

Dear zito,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

It has already been resolved. Thank you

Já foi resolvido. Obrigado

Dear zito, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru