The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved after the player confirmed that the withdrawal was eventually received. The Complaints Team had intervened once the recommended processing time had elapsed, facilitating communication between the player and the casino. The player’s complaint was marked as resolved.
Chilistakes Casino - Player’s winnings haven’t been received yet.
Amount: €2,000
Chilistakes Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
Chilistakes Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 7.3. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 days ago
Public
Public
1 week ago
Translation
Hi, I played at this casino apparently it seemed like I had found the best casinò.com, the withdrawal was processed as promised in 3 working days but then the problem arose that is, I have not received, to date, any transfer. The bank has no incoming transfer nor does it know anything, they asked me for the payment certificate to check and from there the fire. I wrote countless times in chat but nothing, on the company email and nothing, on the payment email and I never received a response. So I think this transfer has never been sent
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Dear marimanna,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 week ago
Translation
Hi, I passed every check otherwise I would not have been able to access the payment. For them everything is ok, they wash their hands because they say it was sent. I read on trustpilot that a girl also had my problem.
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Public
Public
6 days ago
Translation
Update. I am not responding to emails, they blocked my chat. I am afraid I will never see my money again.
Automatic translation:
Public
Complaint Specialist
Public
5 days ago
Dear marimanna,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Complaint Specialist
Public
4 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear marimanna,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
