Regent Play Casino - Il ritiro del giocatore è stato ritardato.

Hello, I've been waiting for my payout for 5 days. It's about 3000 euros. With 6 different live chat employees I have been writing for 5 days now. Every time it means that the payout is processed and everything is fine, as it is also on a normal IBAN account with trustly. But nothing happens since 5 days it is still pending. You will be held back again and again and you will even be promised that the problem has already been passed on several times. At other casinos there were never any problems, not even with higher amounts where it was even 10,000 euros. I waited 3 days for a payout (same account, same payout method). For me, the site is now a bit dubious and I am just extremely disappointed.

Hallo ich warte nun seid 5 Tagen auf meine Auszahlung. Es geht um 3000 Euro. Mit 6 verschiedenen Livechatmitarbeitern habe ich mittlerweile geschrieben 5 Tage nun schon lang. Jedes Mal heißt es das die Auszahlung bearbeitet wird und das alles in Ordnung geht, da es auch auf ein normales IBAN Konto geht mit trustly. Doch es passiert einfach nichts seid 5 Tagen steht dort immer noch pending. Man wird immer wieder hingehalten und es wird einem sogar versprochen das es mehrmals schon weiter geleitet wurde das Problem. Bei anderen Casinos gab es nie Probleme nicht mal bei höheren Beträgen wo es sogar 10.000 Euro waren dort habe ich 3 Tage auf eine Auszahlung gewartet (gleiches Konto, gleiche Auszahlungsmethode). Für mich ist die Seite mittlerweile sowas von unseriös und ich bin einfach nur maßlos enttäuscht.

Dear Julian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that this has been your first withdrawal request in this casino?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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

Hello Petronela.

This is not my first payout. On August 19th, 2020 I received a payment of 150 euros, which I also won there. This all went very smoothly very quickly and even in a weird credit card way. I am fully verified, you have all my details (ID, proof of residence, credit card, bank card) for over a month. That means there is no missing data or any evidence (documents). All supporters in the live chat assured me that it is already being processed. Nevertheless, nothing happens and, as I said, it is "permanently" (pending) in the process.

Thank you very much for the quick reply.

Best regards

Julian

Hallo Petronela.

Das ist nicht meine erste Auszahlung. Ich habe am 19.08.2020 eine Auszahlung in Höhe von 150 Euro bekommen die ich dort auch gewonnen hatte. Dies ging alles reibungslos sehr schnell und sogar auf die Kreditkarte komischer Weise. Ich bin komplett verifiziert, sie haben alle meine Daten (Ausweis,Nachweis des Wohnsitzes, Kreditkarte, Bankkarte) seid über einen Monat. Das heißt es fehlen keine Daten oder irgendwelche Nachweise (Dokumente). Alle Supporter im Livechat versicherten mir das es schon in Bearbeitung ist. Dennoch passiert einfach nichts und es steht wie gesagt „dauerhaft" (pending) in der Bearbeitung.

Vielen lieben Dank für die schnelle Antwort.

viele Grüße

Julian

Nothing unusual about money transfer taking longer than a few working days. I fully understand your frustration but please allow it a little bit more time. If there’s no update by the end of next week, we will get involved. Thank you very much for your patience and understanding.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hello.

the money was finally on it yesterday. I just find it naughty not to get any communication. But everything worked out, but for the public I will say no to the Regentcasino in the future.

Thank you for the quick response and your support.

Hallo.

das Geld war dann endlich gestern drauf. Ich finde es einfach nur frech keine Mitteilung zu bekommen nichts. Aber es hat doch alles geklappt, dennoch für die Öffentlichkeit sage ich in Zukunft nein zum Regentcasino.

vielen Dank für die schnelle Antwort und euren Support.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Julian, for your cooperation and confirmation and please 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.

Best regards,

Petronela

Casino.Guru