Win MaChance Casino - A retirada do jogador nunca chegou à sua conta bancária.

I won 350 euros on 7/7 and received a receipt from Machance that the money had been transferred 8/7. The money has still not appeared in my bank account, and my inquiries to the Casino are now over 20 times, where I get the same answer every time: Our finance department says the money is transferred, you can talk to your bank. Otherwise I get off know that the person I was talking to is ill or at lunch. I have tried to contact their transfer provider, MoneynetInt, who says I should ask the casino to track my money and investigate what has happened. The casino rejects this request and does no further action. Receipt in pdf format has been sent to me, and on this it appears that it is the correct account number. The provider of the transfer refuses to track the money for me as I am not a customer, and keeps referring to the casino. Now it has reached a point where I have requested to close my account and do not really know if I will ever receive my winnings

Jeg vandt 350 euros d. 7/7 og modtog en kvittering fra Machance om at pengene var overført 8/7. Pengene er fortsat ikke dukket op på min bankkonto, og mine henvendelser til Casinoet ligger nu på over 20 gange, hvor jeg hver gang får jeg det samme svar: Vores finansafdeling siger pengene er overført, du må tale med din bank.Ellers får jeg af vide, at den jeg skla snakke med er syg, eller er til frokost. Jeg har forsøgt kontakte deres udbyder til Overførsler, MoneynetInt, som siger, at jeg skal bede casinoet spore mine penge og undersøge hvad der er sket. Casinoet afviser denne anmodning og gør ikke mere ved sagen. Kvittering i pdf format er fremsendt til mig, og på denne fremgår det at det er det rette kontonummer. Udbyderen for overførslen nægter at spore pengene for mig idet jeg ikke er kunde, og bliver ved at henvise til casinoet. Nu er det nået til et punkt, hvor at jeg har anmodet om at lukke min konto, og ikke rigtig ved, om jeg nogensinde vil modtage min gevinst

Dear Nina,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino? If yes, please forward it to petronela.k@casino.guru.

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, especially if it’s your first withdrawal. 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 your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much Nina for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam 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 Nina,

I looked at your complaint and will do my best to help you. I would like to invite Machance Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Machance 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’.

I apologize, but 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’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

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

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. Casino is asking you for username and email address which you used to create your account. Could you please provide this information here in complaint?

Dear Nina,

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

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.