Explosino Casino - Hráč má potíže s výběrem výhry.

I've been waiting for my final withdrawal from the casino for a few months now. The casino paid 500 EUR twice in February and they have had "delays" with the withdrawal all the time since then. Can it be helped?

Ich warte schon seit ein paar Monaten auf meine letzte Auszahlung vom Casino. Das Casino hat mit zweimal im Februar 500 EUR bezahlt und seitdem haben sie die ganze Zeit "Verzögerungen" mit der Auszahlung. Kann man da was machen?

Dear lmtrubel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Which method to withdraw your winnings you have opted for? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. 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 in advance for your reply.

Best regards,

Kristina

Yes, I played with the bonus. First the casino paid on Ecopayz but I made the last payout on Bitcoin because there were some problems with Ecopayz. The communication was the same all the time and it looked like this:

"We have received your letter. There are some delays in withdrawal requests processing at the moment. Your withdrawal will be processed soon."

And always the same.

Ja, ich habe mit dem Bonus gespielt. Zuerst hat das Casino auf Ecopayz gezahlt aber die letzte Auszahlung habe ich auf Bitcoin getätigt, da es irgendwelche Probleme mit Ecopayz gab. Die Kommunikation war die ganze Zeit gleich und es sah so aus:

"We have received your letter. There are some delays in withdrawal requests processing at the moment. Your withdrawal will be processed soon."

Und immer das gleiche.

Dear lmtrubel,

I sent your request to the finance department.

Best Regards,

Explosino.

Hello everyone,

Dear Explosino Casino Team, thank you very much for looking into this issue for us.

lmtrubel, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please, keep us updated, so we can proceed with this complaint accordingly.

Thank you. I keep you informed.

Danke. Ich halte Sie auf dem Laufenden.

I still haven't received the money

Ich habe das Geld immer noch nicht erhalten

lmtrubel, It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will intervene.

I already know that, but the last time I paid out was in May. I have been waiting for more than 3 months and customer service is always sending inquiries to the finance department, but that doesn't change anything. In addition, I no longer have access to my account and cannot control anything. I am desperate.

Das ist mir schon klar aber meine Auszahlung habe ich das letzte mal im Mai getätigt. Dh ich warte schon mehr als 3 Monate und Kundendienst schickt die ganze zeit Anfragen an die Finanzabteilung aber das ändert nichts. Dazu habe ich auch keinen Zugriff auf mein Konto mehr und kann nichts kontrollieren. Bin verzweifelt.

There is still no news from the casino.

Es gibt immer noch keine Neuigkeiten vom Casino.

Dear lmtrubel,

It is assured that your withdrawal request will be processed. 

The delay was caused by the fact that all withdrawal operations through ecoPayz have been suspended. Also, until recently, the integration of new crypto-processing was carried out.

Now the withdrawal requests through the new crypto processing are processed in the order of the queue.

Best Regards,

Explosino.

Hello everyone,

Thank you both for the update. lmtrubel, I see no other option than waiting a little bit more. Please, keep us updated and let us know if there is anything new.

Dear Kristina,

The withdrawal request has been processed by the finance department.

Best Regards,

Explosino.

I received the money. thanks

Ich habe das Geld erhalten. Danke

Awesome news, lmtrubel. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.