I won money at CasinoMGA 3 months ago. Got a payout email. It takes 7-21 working days until I get my winnings. After 3 months there is still no money. I write emails to the support team every week. But they always write that it still has to be checked. And hold me out. It is very depressing not to have a straight answer.

Kind regards

Pierre

Ich habe vor 3 Monaten Geld im CasinoMGA gewonnen. Habe eine Auszahlung EMail bekommen. 7-21 Werktage dauert es stand drinn bis ich meinen Gewinn bekomme. Nach 3 Monaten ist immer noch kein Geld da. Ich schreibe w?chentlich e Mails an das Support Team. Aber die schreiben immer das es noch geprüft werden muss. Und halten mich hin. Es ist sehr deprimierend keine klare Antwort zu haben.

Mit Freundlichen Grü?en

Pierre

Dear Pierre,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm you passed the KYC verification?

If there is any relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

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

Best regards,

Kristina

Thank you for your reply.

I have successfully verified my proviel. And I haven't made a withdrawal yet.

Keep getting the same answers for 3 months.

Unfortunately, we cannot give you the time frame required for the finalization, as it depends on the payout amount, the payment method, the number of daily inquiries from our finance department and possibly also on a bank. We hope you understand that the withdrawal process has pre-defined steps and procedures and includes checking the account, game and financial history. All checks as part of the withdrawal process are security procedures that must be carried out before the funds are released. You will be notified when our departments have completed the entire review.

With best wishes,

Stella

Customer support team

Casinomga

Danke für ihre Antwort.

Ich habe mein Proviel erfolgreich verifiziert. Und ich habe noch keine Auszahlung get?tigt.

Bekomme immer wieder die selben Antworten seit 3 Monaten.

Leider k?nnen wir Ihnen den für die Finalisierung erforderlichen Zeitrahmen nicht nennen, da dieser vom Auszahlungsbetrag, der Zahlungsmethode, der Anzahl der t?glichen Anfragen unserer Finanzabteilung und m?glicherweise auch von einer Bank abh?ngt. Wir hoffen, Sie haben Verst?ndnis dafür, dass der Auszahlungsprozess vordefinierte Schritte und Verfahren umfasst und die überprüfung des Kontos, des Spiels und der Finanzhistorie umfasst. Alle Prüfungen im Rahmen des Auszahlungsprozesses sind Sicherheitsverfahren, die vor der Freigabe des Geldes durchgeführt werden müssen. Wenn unsere Abteilungen die gesamte überprüfung abgeschlossen haben, werden Sie darüber informiert.

Mit freundlichen Grü?e,

Stella

Kundensupport-Team

Casinomga

Thank you for your reply, Pierre. Would you be so kind and clarify when exactly you requested this withdrawal? Could you please advise what is the status of your withdrawal? Is it marked as pending or processed?

Hello, I requested the payout on October 6, 2021. That's when I won the money.

My payout status is pending.

Sincerely, Pierre

Hallo ich habe die Auszahlung am 6 Oktober 2021 beantragt. Da habe ich auch das Geld gewonnen.

Status meiner Auszahlung ist ausstehende.

Mit Freundlichen Grü?en Pierre

Thank you very much Pierre for your reply. I will now transfer your complaint to my colleague Branislav ([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 soon.

Many thanks to Kristina for your help.

Kind regards

Pierre

Herzlichen dank Kristina für Ihre Mithilfe.

Mit Freundlichen Grü?en

Pierre

Hello, Pierre,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casino MGA's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino MGA team, could you please state the reason why the player's withdrawal has not been processed yet and when can he expect the payment?

Thank you in advance for providing the information.

thank you very much

Herzlichen Dank

Now the 4000 euros have been sent back to my player profile.

Although I made a baktransf?r to my bank over 3 months ago. I had it paid out right away.

Let's see what they can come up with now.

If they write back at all. Haven't received a confirmation email yet.

And in the chat just write me I should feel free.

I just want you to transfer the money to my bank account.

Jetzt wurden mir die 4000 Euro wieder auf mein Spielerproviel gesendet.

Obwohl ich vor über 3 Monaten einen baktransf?r auf meine Bank get?tigt habe. Habe gleich wieder auszahlen lassen.

Mal sehen was sie sich jetzt wieder einfallen lassen.

Wenn sie überhaupt zurückschreiben. Habe noch keine Best?tigung emali bekommen.

Und im Chat schreiben sie mir nur ich soll mich frei fühlen.

Ich m?chte dich nur das sie mir das Geld auf mein Bankkonto überweisen.

Dear Pierre,

Thank you for an update on your issue.

We would like to ask Casino MGA 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 will have a negative impact on the casino's rating.

Ok thanks for your help

Ok Dankesch?n für Ihre Hilfe

Dear Pierre,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, www.kpvfaw.com