Submitted a withdrawal of ￡500 on 9th Sept cleared pending withdrawal couple of days later no money received, then submitted a further ￡500 withdrawal no money received.

Received an email on Mon 20th Sept stating my withdrawal has been processed?

So that’s ￡1000 pending withdrawal that’s been processed but not received any?

Further to that I have ￡9,984 still to withdraw.. I have sent numerous emails requesting confirmation that I will be paid, no reply… I will keep you updated as to whether this company will be paying me my money rightly owed to me.

Dear Kez,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if they were your first withdrawals in this casino? Have you accumulated your winnings 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. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi yes I received my 1st payment of ￡500 on the 6th Sept then my 2nd payment of ￡500 on the 9th Sept.

Not received anything since & 2 more payments of ￡500 have been processed.

I am happy to wait until next Friday, then I wish to continue with my complaint.l if I don’t receive any money.

thankyou.

I fully understand your frustration, Kez. I will set the timer for additional 6 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi Petronela,

Yes thanks for your reply.. yes please intervene on Monday as they have had 24 days to make my next payment of ￡500 plenty of time.. Thankyou.

Hi Petronela,

Would it be possible for you to intervene sooner… I’ve received my 1st payment & 2nd as above so really I should by now have received my 3rd…I’m quite upset that there has been no communication since last Monday & would only like what is owed to me we are talking a lot of money here & it’s an unfair situation for me to be in.

Dear Kez,

Please bear with me for only two more days. Thank you very much in advance for your patience and understanding.

Ok yes Thankyou

Dear Kez,

Have there been any developments since our last conversation?

I sent a chase up & received an email on the 1st October saying:

Thank you for contacting Harry's Support Team. 

We would like to inform you that your withdrawal has been processed.

You will receive your payment as soon as possible.

nothing any different from what I’ve received previously.

Thank you very much, Kez, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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 Kez,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Harry's Casino to the conversation to participate in the resolution of this complaint.

Hi Adam,

Thankyou very much.

Hi Adam, Just to let you know I have successfully received ￡1,000 in my bank this morning, I have submitted a further withdrawal of ￡500 today so we can monitor if I’m paid my outstanding amount of ￡9,984 in due course.

Hello Kez,

That's great news, I am glad to hear you received those payments. As the two delayed payments have been received, I would like to ask if it would be acceptable to you for me to close this complaint as resolved for the time being? Of course, should you experience further problems we can always re-open the case.

Hi Adam,

I am still very concerned about me receiving the outstanding amount & the time this could take to receive over the next few months.

Hi Kez,

That is perfectly understandable, I appreciate your concerns. We will keep the case open and I ask you to please update me if there are any further developments. I have set the timer to 15 days and should you run into further issues, I will again invite the Casino to join the conversation.

Hi Adam, yes let’s not forget I am still owed a significant amount of money.

And yes I will keep you updated with any changes.

￡3,126 has just been debited from my account this morning for no reason?

I submitted ￡500 on Monday that has been through pending withdrawals only yesterday & another ￡500 awaiting pending withdrawal.. no money received!

when I logged onto my account this morning I seen this???

Hello Kez,

If I understand correctly, you are now awaiting two withdrawals of ￡500, but a further ￡3,126 has been removed from your account?

I would once again like to ask Harry's Casino to join this conversation and participate in the resolution of this complaint.

Yes correct ￡500 has gone through pending withdrawal & submitted a further ￡500 yesterday that’s it…

Hello Kez,

Thank you for clarifying. We will await a response from Harry's Casino and hopefully they will shed some light on the situation.

Thank you for contacting Harry's Support Team. 

We would like to inform you that 3126.8 is deducted.

According our  terms and conditions :

7.12. Maximum net winnings in any 24-hour period per account are limited to 5000€.

received the email today I am still owed ￡6,857…

Hello Kez,

We are still awaiting a response from the casino. I’m afraid, there is not much that can be done without cooperation from their side. 

Hi that was the final response as per the terms & conditions.

I have received 2x ￡500 payments this week.. so any other problems I will be in touch.

Hello Kez,

I am glad to hear that you have received some more of your payment.

I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side. They have deducted money from your balance due to a limit on daily winnings which we find very low compared to other casinos, and seem to have enforced this rule after already allowing you a withdrawal of ￡1000. As you have not yet received the entire amount due to you, I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, However, the complaint can be re-opened at any point should you have any further issues. Perhaps the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.

Best regards,

Adam