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I requested 2 cash withdrawals from the casino account in the amount of EUR 250 and EUR 212. The withdrawal did not arrive even after a week, so I asked the casino when the withdrawal request would be processed and I received a reply that the withdrawals were delayed. Today, however, it has been more than 2 weeks and the payment has still not been processed, it is marked as "pending" in the casino. I think this has been too long, even if the payments are late.

Požádal jsem o 2 výběry hotovosti z kasínového účtu ve výši 250 EUR a 212 EUR. Výběr ani po týdnu nedorazil, tak jsem se kasína dotázal, kdy bude žádost o výběr zpracována a přišla mi odpověď, že výběry mají zpoždění. Dnes je tomu však již více než 2 týdny a platba stále nebyla zpracována, v kasínu je označena jako"pending". Myslím, že toto je již příliš dlouho i pokud mají platby nějaké zpoždění.

Dear mprovod,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. From your previous complaint, we have learned that it is nothing unusual to wait six weeks for a withdrawal from this casino. Could you please advise the exact date when the last two withdrawals have been requested?

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

Good day,

thank you for answer. Both selections were made on January 11, 2022.

Regards,

Miroslav

Dobrý den,

děkuji za odpověď. Oba výběry byly provedeny 11. ledna 2022.

S pozdravem,

Miroslav

Thank you very much, mprovod, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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 mprovod,

I will take care of your complaint from now on. Taking into consideration your previous complaint with the casino, I am hopeful it's only a matter of time before the withdrawal request is processed. Nevertheless, I would like to ask Ego Casino representative to join the discussion and give us an explanation regarding your withdrawal issues.

Dear Tomas,

We have a lot of requests for withdrawal to the payment method chosen by the user and the finance department needs a little more time to process the request. Thanks for understanding.

Best Regards,

EgoCasino.

Dear EgoCasino,

Has there been any progress with the Mprovod's withdrawal request? When can he expect to be paid out? Thank you.

Dear mprovod,

The first withdrawal request has been processed by the finance department. We sincerely apologize for the delays.

Best Regards,

Ego.

Good day,

Thank you for processing your selection request. I confirm that I have accepted the money.

Regards,

Miroslav

Dobrý den,

děkuji za zpracování žádosti o výběr. Potvrzuji, že jsem peníze přijal.

S pozdravem,

Miroslav

Just to clarify, I received 212 Euro. 250 Euro still remains to be processed.

Thank you and kind regards,

Miroslav

Jen pro upřesnění, přijal jsem 212 Euro. 250 Euro stále zbývá na zpracování.

Děkuji a s pozdravem,

Miroslav

That's good news, mprovod. I will keep the complaint open until your second withdrawal reaches you. Keep us updated.

Thank you. I will inform you when the second selection arrives.

Děkuji. Až dorazí druhý výběr, budu Vás informovat.

Hello mprovod,

was there any progress with the second withdrawal? Have you received your money in full? Please let us know.

Hi Thomas,

Thank you for your message. The second withdrawal still did not take place. It's been over a month, but it's still awaiting approval.

Regards,

Miroslav

Ahoj Tomas,

děkuji za zprávu. Druhé stažení peněz stále neproběhlo. Je to již více než měsíc, ale pořád čeká na schválení.

S pozdravem,

Miroslav

Hello mprovod,

Has the casino processed your second withdrawal request, since last week? Was the transaction approved yet?

Hi Tomas,

I just checked the transaction and the transaction has still not been approved and is in a "pending" state.

Thank you and kind regards,

Miroslav

Ahoj Tomasi,

právě jsem transakci zkontroloval a transakce stále schválena nebyla a je ve stavu "pending".

Děkuji a s pozdravem,

Miroslav

Thank you for the update, mprovod.

Dear Ego casino team, could you advise what is causing such a delay in processing mprovod's withdrawal request? When can we expect the money will be paid out? Thanks in advance!

We would like to ask EgoCasino 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’.

Hello mprovod,

Has there been any progress about your last withdrawal? The casino stopped responding here. Thank you!

Hi Tomas,

no progress has been made so far. Withdrawals are still pending approval in my Ego Casino account.

Thank you and kind regards,

Miroslav

Ahoj Tomasi,

zatím k žádnému pokroku nedošlo. Výběr stále v mém účtu Ego Casino čeká na schválení.

Děkuji a s pozdravem,

Miroslav

The war in Ukraine has affected processing companies and we have difficulties with payments. More time is needed to normalize the situation and return to the standard schedule. We apologize to you.

Dear Ego Casino,

please note that the payment was requested back in January 2022, well before the conflict in Ukraine developed to the stage it is in now. I will extend the timer for 7 more days, And if there is no payment from you we will close this complaint as 'unresolved' which will have an effect on the casino rating. Thanks for your understanding.

Hi,

I would just like to add that if the war has affected some consumer companies, I can apply for a choice in another way through another company. I own Neteller and Skrill electronic wallets, or I can ask for a choice in the form of another cryptocurrency (Bitcoin, Ethereum, etc.). E.g. I have an account with the Russian sports betting agency BetCity, where withdrawals via Neteller work without problems.

Thank you,

Miroslav

Ahoj,

jen bych chtěl doplnit, že pokud válka zasáhla nějaké spotřebitelské společnosti, mohu o výběr zažádat i jinou cestou přes jinou společnost. Vlastním elektronické peněženky Neteller a Skrill, popř. mohu požádat o výběr formou jiné kryptoměny (Bitcoin, Ethereum, etc.). Např. mám účet u ruské sportovní sázkové kanceláře BetCity, kde výběry přes Neteller fungují bez problémů.

Děkuji,

Miroslav

Thank you, mprovod, for the comment and suggestion.

Dear Ego Casino,

what alternatives are there to withdraw the winnings at this time that would bypass your payment provider issues?

We would like to ask EgoCasino 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’.

Dear Miroslav,

Unfortunately, it seems that the casino stopped responding to our suggestions and questions.

I apologize but since there was no progress on the issue for more than 2 weeks, 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. In case of any news available with your issue, feel free to let me know about it via email at tomas@casino.guru

If the casino decides to react, we will reopen the complaint and you will be notified by email. The casino can reopen this complaint anytime.