Hi there

payment was requested on 16.02. After checking the documents, the payment was accepted. Unfortunately I have not received any money to date. I already sent the bank statements until 04.03 and I was told to contact my bank. Why me?

Hallo

auszahlung wurde am 16.02 beantragt. Nach überprüfung der Dokumente wurde die Auszahlung akzeptiert. Habe leider bis heute kein Geld bekommen. Habe den auch schon Kontoauszüge bis 04.03 geschickt und mir wurde gesagt ich soll mich an meiner Bank wenden. Wieso ich?

Dear Giacomo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do so, please could you clarify if you have completed KYC verification, or is it still in progress? Did the casino confirm that the money has been sent? I believe, we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there

thank you for your help.

yes Documents have been checked and payment has been accepted.

Money was sent according to the casino.

I also submitted my bank statements to the casino by 04.03

hallo

dankesch?n für eure Hilfe.

ja Dokumente wurden überprüft und die Auszahlung akzeptiert.

geld wurde laut Casino gesendet.

habe dem Casino auch meine Kontoauszüge bis 04.03 vorgelegt 

Thank you very much Giacomo for providing all the necessary information. I will transfer now your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Giacomo, 
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, especially if it’s your first withdrawal. Please could you advise if this was your first withdrawal in this casino and what payment method you opted for? Thank you very much in advance for your reply.

Best regards,
Juli

Hi there

that was the first payout and it was requested on February 16.

Via credit card

Hallo

das war die erste Auszahlung und die wurde am 16 Februar beantragt. 

über Kreditkarte 

Thank you very much Giacomo for providing all the necessary information. We will now try to get in touch with the casino and find more information case. 

We would like to ask the Fortune Clock Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Hello

money has arrived today

Thank you again

Hallo

geld ist heute angekommen 

nochmals Dankesch?n 

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center.We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.