Hello CasinoGuru team,

I'm having trouble paying out Ovitoons again.

Have on 12.09. requested a payout of €300. After about 10 days I carefully asked why it still says "in progress". I've always been told that it's still going on. Then I was written in LiveChat that I should cancel the AZ and apply for it again, which I did. Now let's start all over again.

Maybe you can help me?

Kind regards Shawnoo

Hallo Team von CasinoGuru,

ich habe wieder einmal Probleme mit der Auszahlung von Ovitoons.

Habe am 12.09. eine Auszahlung über 300€ beantragt. Nach ca. 10 Tagen fragte ich vorsichtig nach, warum immer noch "in Bearbeitung" da steht. Immer wurde ich hingehalten, dass es noch dauert. Dann wurde mir im LiveChat geschrieben, ich solle die AZ canceln und neu beantragen, das habe ich getan. Nun gehts wieder von vorn los.

Vielleicht k?nnt Ihr mir helfen?

Freundliche Grü?e, Shawnoo

Hello Shawnoo88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ovitoons Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I haven't received any information about the verification yet, but I've uploaded the necessary documents a long time ago. I guess im.August this year.

I accumulated my winnings without a bonus.

And I communicated about every 3 days via LiveChat, and each time I was told that my request would be processed more quickly and that the employee would forward it to the "responsible office". After the eighth try via LiveChat, I got tired of getting the same answer over and over again. That's why I turned to you.

regards

Hallo Nick,

Zue Verifizierung habe ich bis heute noch keine Information bekommen, die notwendigen Dokumente habe ich jedenfalls schon lange hochgeladen. Ich sch?tze mal im.August diesen Jahres.

Ich habe meine Gewinne ohne Bonus angesammelt.

Und kommuniziert habe ich jetzt in etwa aller 3 Tage per LiveChat, und jedesmal wurde mir gesagt, dass mein Anliegen beschleunigt bearbeitet wird und der Mitarbeiter es an die "zust?ndige Stelle" weiterleitet. Nach dem achten Versuch per LiveChat war ich es leid, immer wieder dieselbe Antwort zu bekommen. Deshalb habe ich mich an euch gewendet.

Freundliche Grü?e

Here's a little addendum. I have been wanting to upload my ID card to verify my identity for a long time, but unfortunately this is not possible. And I get no response to my emails from customer support.

Hier noch ein kleiner Nachtrag. Ich m?chte seit l?ngerem schon meinen Personalausweis zur Verifizierung meiner Identit?t hochladen, das ist aber leider nicht m?glich. Und auf meine Emails bekomme ich vom Kundensupport keine Antwort.

...I was able to upload my payment method and proof of address, but when I try to upload the ID I get this error message, see attached image above.

...das Hochladen meiner Zahlungsart und Adressnachweis waren m?glich, aber beim Versuch, den Ausweis hochzuladen kommt diese Fehlermeldung, s. angeh?ngtes Bild oben.

Thank you Shawnoo88 for all the information. I will now forward your complaint to my colleague Stefan ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Shawnoo88,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Ovitoons Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Ovitoons Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan. Thank you for taking care of the case. What happens if Ovitoons does not comment on this within the deadline?

Kind regards, Fechtner

Hallo Stefan. Danke, dass du dich um den Fall kümmerst. Was passiert, wenn sich Ovitoons nicht innerhalb der Frist dazu ?u?ert?

Freundliche Grü?e, Fechtner

Dear Shawnoo88,

I have tried to contact the casino repeatedly but it appears they have stopped responding. I will try to contact them again. But if they fail to respond, I am afraid we won't be able to resolve this issue without their cooperation.

Thank you for your understanding.

Kind regards,

Stefan

We would like to ask the 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 negatively affect its rating.

Okay, so I'm curious to see if they will answer. Very unreliable provider.

Okay, da bin ich ja gespannt, ob sie antworten werden. Sehr unzuverl?ssiger Anbieter.

Dear Shawnoo88,

I am sorry to inform you there will be a delayed response from the casino. We are setting up their account to respond to the complaints, and this process takes some time. But I can assure you that the casino is willing to respond to the complaint. Thank you very much for your patience.

I am extending the timer for the casino by seven days.

Kind Regards,

Stefan

Dear Shawnoo88

Thank you for bringing this concern to our attention.

Your complaint has been escalated to our support team; who will do their utmost to look into your query and revert back with feedback as soon as possible.

Dear Shawnoo88,

Sorry for the late reply, your withdrawal was under review and our security department found, that you have forbidden bets with the Deposit Bonus you made and left your bets frozen to then resume without using the bonus and proceeded to make a new deposit. This behavior is forbidden and is made clear in our Bonus T&Cs - T&C Bonus

Nevertheless, assuming that this term was unknown to you; we have refunded the original amount deposited to your account

Please let us know if you have further questions

Best regards,

Ovitoons Support Team

Hello Ovitoons team.

I don't know what you mean by saying that I "banned deposit bonus betting", but it would be very nice if you would pay me my money.

I used a bonus in the beginning and when I lost my money I found that the wagering requirements are so high it's almost impossible to win. That's why I tried it again without a bonus. I understood the terms and conditions roughly, but only roughly. I don't know what I could have done wrong and I certainly didn't do anything that was forbidden. I just like to play in my spare time and sometimes I actually win something (like you do now) and sometimes I lose.

Like I said, I don't understand. What do you mean exactly. You can describe it to me in more detail. Anyway, I am/was very upset that I won and didn't get my money. So please arrange the payment, then I'll gladly forget the hassle of the last few weeks with you as the provider.

Kind regards, Fechtner.

Hallo Team von Ovitoons.

Ich wei? zwar nicht, was Sie damit meinen, dass ich "Wetten mit Einzahlungsbonus verboten habe", aber es w?re sehr sch?n, wenn Sie mir mein Geld auszahlen würden.

Ich habe am Anfang einen Bonus verwendet und als ich mein Geld verloren hatte, habe ich festgestellt, dass die Umsatzbedingungen so hoch sind, dass man ja fast nicht gewinnen kann. Deshalb habe ich es nochmal ohne Bonus probiert. Die AGB's habe ich grob verstanden, aber eben nur grob. Ich wüsste nicht, was ich falsch gemacht haben k?nnte und verbotenes habe ich erst recht nicht getan. Ich spiele eben gern mal in meiner Freizeit und mal gewinne ich tats?chlich etwas (wie jetzt bei Ihnen), und manchmal verliere ich.

Wie gesagt, ich verstehe nicht. Was Sie genau meinen. Sie k?nnen es mir gern nochmal konkret schildern. Jedenfalls bin/war ich sehr ver?rgert, dass ich gewonnen habe und mein Geld nicht bekomme. Also veranlassen Sie bitte die Auszahlung, dann vergesse ich gern den ?rger der letzten Wochen mit Ihnen als Anbieter.

Freundliche Grü?e, Fechtner.

Dear Ovitoons Casino,

Could you please provide us with the player's game history? You can send it to my email address [email protected].

Thank you very much in advance.

Kind Regards,

Stefan

We would like to ask the 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 negatively affect its rating.

Dear Ovitoons Casino,

I haven't received any player's game history till today. I am extending the timer by 24 hours. If you fail to respond to the complaint I will close the complaint as "unresolved". Thank you for your understanding.

Kind regards,

Stefan

Dear Shawnoo88,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Kind regards,

Stefan