Gamdom Casino - Der Spieler geht davon aus, dass sich die Auszahlung verzögert.

Hello

vip client level 119

account statistics before won -300k

07.06.2024 won on sport’s betting

07.06.2024 withdrawal 200k (24 hours with promises from vip support that everything will be ok, they checking match)

08.06.2024 withdrawal rejected, all money transferred on account again with very interesting message from vip "bets still under investigation, not to try to make withdrawal", really option with withdrawal now not active on my account. But if they still make investigation why they give me all money with winnings? To lose them? Same day i start playing Dice, and won 50k! After this i write again to vip support and ask why i cant withdraw this money from dice? They answered that all money on account cant be withdrawn. So i made self exclusion)

Dear Cluster77,

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

Dear Cluster77,

Have you received your withdrawal from the casino yet?

Hello, no I didn’t receive my withdrawal, I even didn’t receive any information from them.

They are just telling me that they have some investigations on my bets, and that’s all.

Thank you for your reply, Cluster77. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hello.

1. Yes, there was lots of successful withdrawals
2. Yes
3. Without any bonuses

Could you please clarify if you currently have access to your casino account? Do I understand correctly that you currently don't have any pending withdrawals?

Furthermore, when was your most recent successful withdrawal and how many days did it take?

Yes Shure I have full access to my account, I don’t have any pending withdrawal for now, because firstly casino paid out all my bets to my account balance but after 24h they took the money back and put all my bets to unsettled. And for now balance is 0 and all my bets that was already paid out now are unsettled.

The last successful withdrawal was 07.06 the same day, and the withdrawal takes like 5min or something.

I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case it is related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear Cluster77,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.