Casimpo - casino withdrawal not paid

Ruling

Resolved - The player has informed us that they managed to get this issue with Casimpo resolved before we'd concluded reviewing their complaint submission.

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Player's Complaint

So on 19 October I deposited 90 euro in this casino and without touching the bonus i managed to up my balance to 479.15 euro and made a withdrawal of 479.15 euro. Please note that they verified my account the next day. On 23 October I reversed my withdrawal as it was still not processed. I managed to up my balance again and this time I requested a withdrawal of 780.80 euro. I got confirmation from the casino that my withdrawal was paid on the 23th trough iDeal. Please note that it is impossible for an iDeal payment to take longer than one day max, even if the payment is made during the weekend. Ideal is a Dutch banking system for Dutch banks only. On the 25th of October my payment was still not received so I went to the live chat and they told me that my initial withdrawal was not accepted and that they have made the payment again on the 25th of October manually. The next day I went to live chat again and I was told that that my withdrawal had no problems and it was in fact paid on 23rd October. After this I was again told the 25th by another agent and again the 23th by the next agent. So far they stick to their story of paying out my withdrawal on 23 October. I have still not received my winnings. Even if they did a sepa payment and not an ideal payment it is impossible for the payment to take this long. I play for over 8 years on online casino's and I know when I am being fooled. In this case today again they asked me to contact my bank and get proof from my bank that the payment is still not received. I accepted their requested called my bank explained the situations and they called it very fishy. They said that the party that has made the initial payment is the one that has to investigate the case since they are the one claiming to have send the money. Please note that Casimpo casino refuses to share the transaction details of my withdrawal. They refuse to proof that my withdrawal has been paid. Still they want proof from me. My bank eventually confirmed trough email after our phone call that the money Casimpo casino claims to have paid is still not received. I forwarded the same email from my bank to Casimpo support and the answer I got was as follow:

Dear [EDIT],

Thank you for your email.

Reiterating previously offered information: please allow 10 business days to pass for funds to be processed into your bank account.

I am sincerely sorry, however, once payment is made, we have no path in which to intervene in the processing of the transaction.

Please provide the below confirmation after the 10 business days have elapsed.

Note that today is the fifth business day.

Best Regards,

[EDIT]

Casimpo

Customer Support

Now I have already told them that 10 business days is impossible and they can confirm this with their own bank or any European bank in the world. Sepa payments do not take this long.

The fact here is that they want proof of my bank stating that the money is indeed not received but when I deliver them the proof they basically say that there is nothing they can do once the payment is send. I mean.. What do I have to do here? They offer no proof of the actual bank transaction and are so bold to beforehand claim that eventually there is nothing they can do. Even if 10 working days have passed. Please help me with this matter. I don't undrestand exactly why they are doing this. I am so sick of all of this.

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