I made a withdrawal of $902 on January 24, 2024. I also made a withdrawal of $587.74 on February 8, 2024. I have not received the withdrawals at this point in time. I have contacted support on Feb 16, Feb 27, and Mar 1. No resolution has been provided

I completed all wagering requirements regarding any bonus funds on the account. All funds were avaliable for withdrawal. I have played and withdrawn from this casino previously with no issues. There now appears to be an issue paying customers. The withdrawals have been outstanding for an egregious amount of time and is unreasonable.

Dear justindavidf,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Do I understand correctly that the withdrawal is still pending inside your account without being processed?

Correct, pending without being processed.

Have you been advised why you can’t withdraw your winnings?

CS is saying that their finance team has fallen behind.

Is it an internal casino system issue, or it’s related to your account only?

Based on CS comments it's impacting all customers.

Were your winnings accumulated with or without an active bonus?

The winnings were accumulated with a bonus. All wagering requirements were completed and bonus funds were released for withdrawal.

Thanks for your help,

Justin

Thank you very much, justindavidf, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína ([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.  

Dear justindavidf, 

My name is Katarina, and I will be assisting you in solving this case.

I will now contact Deal Or No Deal Casino outside this complaint thread and let you know any new information once I receive it.

Dear justindavidf, 

I am sorry to let you know, but the casino refused to communicate with us regarding this issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

There was also a note from casino stating that they are only able to deal with a player directly. I suggest contacting casino one more time and ask about the issue.

The casino can reopen this complaint anytime.