Dear Team,

Here's what happened:

On September 12, I requested a payout of 5000€ via bank transfer, which was processed accordingly on September 13.

On September 18, my bank informed me that they would not accept the transfer from Olympusbet due to missing licenses in Germany, and that the money was being returned to Olympusbet. 

I communicated this situation to Olympusbet. In response, they requested on September 19 that I provide a bank statement, proving that I had not received the money into my account.

I sent them my bank statement, the communication with the bank, and screenshots of the transaction to Olympusbet.

Since then, I have received no further response. I hope that the 5000€ will be credited back to my Olympusbet account so that I can select an alternative method of withdrawal. 

Unfortunately, live chat support has not been helpful. They simply state that the matter is being handled "with priority" by the relevant department.

Liebes Team,

folgender Sachverhalt:

Am 12.09. habe ich eine Auszahlung über 5000€ per Banküberweisung, welche am 13.09. auch so bearbeitet wurde.

Am 18.09. teilte mir meine Bank mit, dass sie die überweisung von Olympusbet aufgrund fehlender Lizenzen in Deutschland nicht akzeptiere und das Geld an Olympusbet retourniere. 

Dies habe ich Olympusbet so geschildert. Daraufhin bekam ich von Olympusbet am 19.09. die Aufforderung, einen Kontoauszug zu schicken, damit ersichtlich weree, dass kein Geld auf meinem Konto eingegangen ist.

Ich habe Kontoauszug, Kommunikation mit der Bank sowie Screenshots der Verl?ufe an Olympusbet geschickt.

Seitdem erhalte ich keine Antwort mehr. Ich wünsche mir, dass die 5000€ wieder meinem Olympusbet Konto gutgeschrieben werden, sodass ich eine alternative Auszahlungsmethode w?hlen kann. 

Der Livechat ist leider keine Hilfe. Dieser schreibt lediglich, dass die Sache ?mit Priorit?t" von der zust?ndigen Abteilung bearbeitet wird.

Dear ramdomplayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? If possible, please post a screenshot of your withdrawal history here.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can 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

Hello Kristina,

I have just sent you the screenshots by email.

And yes, there has already been a successful withdrawal.

Hallo Kristina,

ich habe Ihnen soeben die Screenshots per Mail zugesendet.

Und ja, es gab bereits eine erfolgreiche Auszahlung.

Thank you very much, ramdomplayer, for your cooperation. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much, great ??

Vielen Dank, super ??

Hello ramdomplayer,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Olympusbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Olympusbet Casino,

Can you please comment on the issue? Have you received the payment back from the player's bank?

Thank you.

Kind regards,

Tomas

The casino transferred the €5000 to my Olympusbet account.

Thank you

Das Casino hat mir die 5000€ auf das Olympusbet-Konto überwiesen.

Vielen Dank

Dear ramdomplayer,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas