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Casiqo - Non paid withdrawal

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casiqo Casino Review.

Player's Complaint

I made 500 euro withdrawal by using trustly, the same payment method what i was using for deposit and registeration as it is paynplay casino. Withdrawal was pending for some reason and after few hours they informed me that withdrawal is cancelled and should contact customer service. Customer service told me that i was requested to deliver proof of deposit and once thats done my withdrawal Will be paid out. I delivered all required documents, but they didnt make any payment. Withdrawal have been cancelled multiple times from their end. They have told me it is due to technical issues with trustly. Then i was instructed to change payment method and deliver some new documents, which i did, but withdrawal is still pending. When asking after my withdrawal,there is always some new issues/reason why it is not paid off.

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6 Responses

User icon
ThePOGG
March 21, 2021

Hi jp0905 - welcome to ThePOGG.com!

When did you submit this withdrawal?

Thanks,

ThePOGG

User icon
jp0905
March 21, 2021

Original withdrawal was submitted on monday 15.3 around 12:00 cet. It was cancelled first time In the same evening without any reason given. In the same evening i was in contact with customer service and they told me that cancellation was due to kyc and some documents needed. Required documents were provided In the same evening ja they told me that withdrawal Will be paid without any delays. On Tue 16.3 contacted customer service again because withdrawal was still pending and they told me not To worry, it Will be paid out immediatly. In the tuesday evening withdrawal was still pending and i contacted them again when told that they have some issues with trustly payments but my withdrawal will be paid out soon. Soon after payment was cancelled again. I wrote them via chat and i was instructed to make re-request To my withdrawal, which i did. Wednesday morning withdrawal was cancelled again and they wanted me To do re-request again. Between tuesday and thurstday i made 10 re-request in total as i was instructed, but they kept cancelling withdrawal time after time. This same patter continued till thurstday and finally they told me that i should make another re-request by using another payment method. I did New withdrawal by using bank transfer and then suddenly wanted To have More documents due To kyc. Required documents were delivered immediatly, which they approved and i was told that payment is on its way. Well it wasnt ....it was still pending and was cancelled once again. Once again was told to do Re-request and now they told me that they have some issues with bank transfer payments aswell, but they Will process my withdrawal manually and withdrawal Will be approved immediatly. Now its sunday and its still pending and nothing happened with it.

User icon
ThePOGG
March 21, 2021

Hi jp0905 - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 2nd of April let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
April 4, 2021

Hi jp0905,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
ThePOGG
April 11, 2021

Hi jp0905,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
April 18, 2021

Hi jp0905,

If we haven't heard from you by Friday the 30th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

jp0905 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • N1
  • Curacao eGaming
  • N1 Interactive Ltd

March 20, 2021

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