Explosino Casino - Il giocatore sta lottando per ritirare le proprie vincite.

Unfortunately, I've tried several times to have my winnings paid out - without success. The casino requires me to deposit an amount even though I have already deposited.

Sincerely, Brigitte

Leider habe ich schon mehrmals versucht mir meinen Gewinn auszahlen zu lassen -ohne Erfolg. Das Casino verlangt das ich einen Betrag einzahle ,obwohl ich schon eingezahlt habe.

Mit freundlichen Grüßen Brigitte

Dear Brigitte,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully and withdrawn any funds in the past? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela, I sent everything to the casino for KYC verification. But never get an answer whether everything is okay or not. I also deposited money via EPS but keep getting the same answer from the casino, e.g. "We would like to inform you that your withdrawal request of 90 eur has been canceled.

According to the rules, in order to apply a withdrawal request, a minimum deposit from the system on which the withdrawal will be made is required (if the user has not previously made a deposit).

Please make a Deposit and re-create your withdrawal request. "

So far, there has never been a payout.

Kind regards Brigitte

Hallo Petronela, ich habe dem Casino für die KYC -Überprüfung alles gesendet . Aber nie eine Antwort bekommen ob alles in Ordnung ist oder auch nicht. Ich habe auch Geld eingezahlt über EPS bekomme aber immer wieder die gleiche Antwort vom Casino z.b. "We would like to inform you that your withdrawal request of 90 eur has been canceled.

According to the rules, in order to apply a withdrawal request, a minimum Deposit from the system on which the withdrawal will be made is required (if the user has not previously made a Deposit).

Please make a Deposit and re-create your withdrawal request."

Zu einer Auszahlung ist es bis jetzt nie gekommen.

Liebe Grüße Brigitte

Thank you very much, Brigitte, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Dear Brigitte,

1)You must verify the EPS from which the deposit was made.

2)This payment system is not available for withdraw.

3)Please choose another payment system and make a minimum deposit for verification.

4)After verification, you can withdraw the funds.

Best Regards,

Explosino.

Hello Brigitte!

I will try to help you with your issue. As we already have an answer from Explosino Casino's representatives, I'd like to suggest, that you follow their instructions, mainly because of the fact, that it is not possible to withdraw your funds using the payment method used for your deposit.

Hello Martin, I have tried several times to transfer money with Neteller, but each time it was refused - I don't know why at other casinos it has always worked so far. Maybe Explosino knows the reason?

Kind regards Brigitte

Hallo Martin , ich habe schon mehrmals versucht mit Neteller zu überweisen aber das wurde jedes mal abgelehnt-ich weiß aber nicht warum bei anderen Casinos hat das bis jetzt immer funktioniert. Vielleicht weiß Explosino denn Grund?

Liebe Grüße Brigitte

Dear Brigitte,

Please specify, have you read the information above?

Best Regards,

Explosino.

Hello Explosino, I have just tried Neteller and when I want to deposit the amount it says -you pay to Casino Argo ???

Kind regards Brigitte

Hallo Explosino , ich habe es gerade über Neteller versucht und wenn ich denn Betrag einzahlen will steht anschließend da -sie zahlen an Casino Argo ???

Liebe Grüße Brigitte

??

Dear Brigitte,

Don't worry, this deposit will be credited to your account.

Best regards,

Explosino.

Okay, I just paid in via Neteller and requested the payout.

Kind regards Brigitte

Okay ich habe soeben über Neteller einbezahlt und die auszahlung beantragt .

Liebe Grüße Brigitte

I sent money like that via Neteller and also the screenshot of the Neteller account.

So Geld habe ich über Neteller gesendet und denn Screenshot vom Neteller -Konto auch.

Hello Brigitte!

Thank you for keeping us up to date with the situation. Please, keep us informed when you receive your winnings to your Neteller account.

Dear Brigitte,

Your withdrawal request has been processed by the finance department.

Best Regards,

Explosino.

Thank you, I have received the amount. And thanks to Martin for helping 🙂

LG Brigitte

Dankeschön ich habe denn Betrag erhalten . Und ein Danke an Martin für die Unterstützung 🙂

LG Brigitte

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.