I have been dealing with a withdrawal of ￡120 since 1st September that I still have not received. My last email I sent was on 9th September with no reply, I called on Tuesday in which I was told I should receive a reply on Wednesday but they couldn't deal with my issue over the phone

Dear Danielle,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which payment method you have opted for to withdraw your winnings? Could you confirm that your account has been verified successfully?

Do I understand it correctly that your withdrawal has been processed by the casino, but the funds didn’t reach you yet?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi,

When the withdrawal was made I noticed shortly afterwards that it had been returned to a closed bank account, which I found surprisingly as I hadn't made a withdrawal from this account since the beginning of the year as I closed the account in March. As soon as I noticed I emailed to make you aware because at the moment you can't reverse withdrawals but customer services didn't want to help me with the matter. I told my bank who informed it would be fine because once the funds hit them they are automatically returned because the account is closed and I have been pretty much back and forth ever since. The account is verified because I have been using and have made successful withdrawals in the past, the account has been open over 5 years. This is correct I have not received the funds and I am still waiting. I have been emailing back and forth for almost 3 week, I have spoken to my old bank endless who have been great and finding all the details and sending them to you but still your customer services refuse to take the information provided to them. I would like to get this resolved as soon as possible. I am now at the point I had emailed your transaction team on 9th September and called on Tuesday in which it was confirmed you had received the email but I have had no reply and it was refused to be dealt with over the phone.

Kind Regards,

Danielle

Thank you very much, Danielle, for providing all the necessary information.

However, I’m sure you understand that I don’t work for Butterfly Bingo Casino, but as one of the www.kpvfaw.com independent employees and professionals I’m trying to help you to receive your winnings. 

I will now transfer your complaint to my colleague Peter 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.

Hi Danielle,

I looked at your case and understand your situation. I will contact the casino and see if I can help you.

Dear Petronela and Peter,

My apologies thank you for your help with this matter.

Kind Regards,

Danielle

We would like to ask the Butterfly Bingo 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Danielle,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. 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 recommend you to contact the eCOGRA ([email protected]) in the meantime and submit a complaint with them. Please let me know when you receive a reply from them ([email protected]).

Best regards,

Peter