I have been waiting on my withdrawal since 05/10/2020 @ 16.03.

I have spoken to the live chat on numerous occasions just to be told each time please be patient. They state that they have emailed the relevant team and I need to be patient. I have asked to be put in touch with the relevant team to which they reply it is not possible and the money will be processed soon.

Additional comments from the player:

"Hi I have submitted a complaint against casino intense about a delay in my withdrawal request.

I have attempted to edit it as I made a mistake. I advised that the withdrawal was requested on the 15/10/2020 when actual fact it was 05/10/2020."

Dear Thebluebelle,

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. Could you confirm that your account has been verified successfully? Have you received any funds in the past or this were your first withdrawal attempt? Which payment method you have opted for?

Do I understand it correctly that your withdrawal is still pending inside your account without being processed?

I realize 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.

Thank you for taking the time to reply to me.

The withdrawal is still showing as pending, I can cancel the withdrawal still if I wish.

I opted for a bank transfer. My account has been verified successfully and I have submitted every piece of documentation they have asked for.

This is the first withdrawal I have requested.

Thanks again.

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

I looked at your complaint and will do my best to help you. I would like to invite Casino Intense into this conversation. Can you please specify what is the problem with player’s withdrawal?

Let me look into the status of this and get back to you with my findings.

Thanks

We would like to ask the Casino Intense 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comment from Casino:

"Hi Thebluebelle

Can you please confirm you have now received your withdrawal funds? It was sent out you last week.

 Thanks"

Hi Thebluebelle

Can you please confirm that you have received the funds mentioned on this thread?

your money was transferred to your account.

Thanks

The withdrawal had been approved and casino states they have sent it.

It has still to show in my bank account however I am sure it will show in the next day or 2.

Thee was an issue with some of the documents.

It could have been resolved much quicker if there was better communication between the on line chat facility and the document team.

I am pleased there has been a resolution to this.

Thank you for taking the time to assist.

I am glad it has now been resolved.

Thank you

Dear Thebluebelle,

please let us know when you'll receive your winnings.

My winnings have still not been received at my bank.

I am not sure how long this takes.

Dear Casino,

player stated that she still hasn't received her winnings. What is the problem?

The money was returned to us for some reason and has now been re-sent to the user.. Please check in a day or so and confirmed it has been received..

Thanks

I will continue to check my bank, and update if/when I receive my winnings.

So finally today I received my winnings.

Thank you for taking the time to help.

Thebluebelle

Dear Thebluebelle,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com