The player from Germany requested a withdrawal three weeks ago after converting free spins into real money, but now cannot access her funds or withdraw her winnings. Despite receiving confirmation of the withdrawal, she is unable to play or retrieve her money and has contacted customer service multiple times with limited responses.
BacanaPlay Casino DE - Player’s withdrawal has been delayed.
BacanaPlay Casino DE
Safety Index:HighSafety Index
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8.7
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Opened
Current status
Waiting for Casino Guru to reply
6d 7h 18m 57s
Case summary
16 hours ago
Public
Novice
Public
1 month ago
Translation
I had free spins in this casino, fulfilled the wagering requirements and thus converted them into real money, then I deposited, my deposit was also in this account, then I wanted to withdraw, the withdrawal was also confirmed and suddenly nothing works, now I can play again, nor can I withdraw my real money amount, it always says that I should contact the customer service, I have written to them several times but rarely get an answer
Automatic translation:
Public
Complaint Specialist
Public
1 month ago
Dear pirl878,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.
To help us better understand your situation and assist you effectively, could you please provide the following information:
- What is the exact date when you requested the withdrawal?
- Is the withdrawal request visible in your casino account? If so, what is its current status?
- What responses have you received from the casino’s customer support regarding this issue?
- How long have you been experiencing problems with accessing or using your casino account?
- Have you tried logging into your account from a different device or browser?
- Have you cleared your cookies, cache, or browser history and then attempted to log in again?
- Have you completed the full KYC (Know Your Customer) verification process?
Thank you in advance for your reply. I hope we’ll be able to help you resolve this matter as soon as possible.
Best regards,
Veronika
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Novice
Sensitive attachment
4 weeks ago
Translation
Unfortunately I can't send him all the documentation I had with Barclay play because I had to reset my phone and almost everything is gone but what I have about the communication with this casino I will send him
Automatic translation:
Public
Novice
Public
4 weeks ago
Translation
Yes, you also have the confirmation that I have deposited money. I have been trying to communicate with this casino the whole time since the 12th since 12.5. However, I still get answers like this, saying I should submit documents. I have done this again and again and now nothing has happened. I can neither play with the money I have deposited nor can I withdraw my money until later, always up to 359. Now only Euro money. The answer I get every time is contact the customer service representative. I don't know what to do anymore.
Automatic translation:
Public
Complaint Specialist
Public
3 weeks ago
Thank you for the update. Could you please specify which documents you submitted to the casino? Also, did you sent them via email or uploaded them directly through your casino profile?
Has the casino confirmed that they received your documents and that they are being reviewed by the relevant department?
Additionally, have you completed the wagering requirements for both your bonus and the deposit amount?
Public
Novice
Public
2 weeks ago
Translation
I uploaded all the documents the casino wanted and they were approved
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Public
Complaint Specialist
Public
2 weeks ago
Thank you very much, pirl878, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Complaint Specialist
Public
2 weeks ago
Hello there,
Thank you pirl878 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask BacanaPlay Casino DE for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
Public
Novice
Public
16 hours ago
Translation
I have sent the bank statements to this casino five times already, my account was verified and the statements were approved and still I cannot withdraw
Automatic translation:
Sensitive attachment
Novice
Sensitive attachment
16 hours ago
Translation
This message came from
Automatic translation:
Casino Guru is examining the case
