Complaint #20 Arlekin Casino

Casino does not approve my withdrawal

By Snyvex93

3 years ago

I made two deposits of €50 with PaySafeCard and won €790. I have verified all the documents and they have been approved. I requested the withdrawal via bank, but after more than 24 hours it hasn't been processed.

In their terms and conditions it is clearly written that withdrawals are processed within 1 days which is absolutely not true.

I contacted customer support to get information and apart from apologizing for the delay they did absolutely nothing.

I want my withdrawal approved as soon as possible or at least given some explanation.

Disputed Casino Arlekin Casino

Reason Delayed payment

Amount €790

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Snyvex93

• 1 reviews

3 years ago

Good afternoon,

It makes me smile that the withdrawal and the document were approved 5 minutes before the response from Arlekincasino. Coincidentally, this phantom provider approved the document at the time.

In any case, I confirm that the withdrawal has been approved!

Please close my account, I don't want to deal with you anymore.

For me the case is closed.

Have a good day

AskGamblers

• Support Team

3 years ago

Dear @Snyvex93,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Arlekin Casino

• Representative

3 years ago

Dear Mr SNYVEX93,

Thank you for contacting us.

We stick to our Terms & Conditions, and our cashouts are approved within 24 hours for verified players. However, if a player is not verified, it might take a longer time due to the fact that we need to check documents first.

From your chats with our agents we can see that no one has confirmed that your account is completely verified.
As one of our agents has said, your documents are approved but we are still waiting for the provider to make final checks on your payment document which implies that the account is not completely verified.

In addition, you can check whether your account is verified or not in your own profile. Your ID, address, selfie, and your bank statement with IBAN proof are marked with a green icon, while your PaySafe documents are still marked with yellow which means that they are still pending, and they are still being checked by the provider as has been stated by our agent.

We sincerely apologise for a long check, unfortunately, it might take some time.

However, as we can see, now the check is done. Your documents are verified and your cashout is approved.

Thank you.

Arlekin Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $2,733

Avg. Complaint Duration 16 days

Avg. Response Time 1 day

Arlekin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Arlekin Casino Complaints

See all complaints for this casino

Verification delayed and therefore no payout possible

I have submitted my documents on 09.06. Everything was completed positively except for the proof that I am the account holder of the deposit.
They wrote: "Your current screenshot does not contain the account holder's name".
On the same day I uploaded the bank document of the deposit and also my EC-Card. Now I have been waiting for 10 days for the verification.
Please verify my account. I have requested withdrawals.

Resolved

€3,000

Charged deposit in wrong currency

Hey. On April the 2nd I wanted to deposit 100pln to Arlekin. I chose the right currency on the website but still I was charged 107€ instead (around 500pln).

Casino refuses any help, they are keeping me waiting and making sure my case is being solved.

I send all the documents I have on my Revolut account history.

It's been 10 days now, please help me.

Resolved

zł400

Withdrawal runaround

I made deposits and one successful withdrawal on Neteller. After first withdrawal, my Neteller account was restricted and I decided to close it rather than providing personal payment related information.

I asked in casino live chat for alternative withdrawal method and 1st time I was offered a bank transfer. Withdrawal was later cancelled. Reason: Please, order a new withdrawal to Neteller.

2nd time I was asked to make a deposit with credit card or Mifinity and after successful verification I will be able to make a withdrawal:

Chat transcript:

Me 03:59:37 pm

I only used Neteller for deposits until now. So if I make deposit via Mifinity or credit card and verify them will you allow me to make withdrawals on Mifinity or credit cards for winnings I made before (from deposits with Neteller) or will you cancel my withdrawal request and ask me to make it via Neteller again?

Isabella 04:00:47 pm

Generally, it works like this: you deposit via Mifinity and cashout via Mifinity, but sometimes there are some restrictions, that's why you were asked to use some other kind of a payment method.

Also you can see the available withdrawal methods available for your country in the Tab Payments/Withdrawal."

I made a deposit, verified credit card and made withdrawal which was canceled due to not meeting 3x deposit wagering requirement. I met wagering requirement and made withdrawal. Withdrawal was cancelled with reason: Please, order a new withdrawal to Neteller.

I contacted casino's live chat again explaining Neteller issues again and was offered a bank withdrawal which was cancelled again, reason: Please, order a new withdrawal to Neteller.

Went back to LC and agent insisted I need to make withdrawal via Neteller. I did it, it was cancelled (Maybe reason is what I was explaining to them every time I contacted casino's live chat)

Again I was asked to make withdrawal via Bank transfer, I did it. Withdrawal was in pending status for 38 hours (not 4 as stated on AG and not 24 hours as stated in casino's T&C). After 38 hours my withdrawal was cancelled and Reason: We kindly ask you to apply to Neteller online support to remove restrictions from your account. After this, kindly request a new cashout to your Neteller wallet.

OMG! Seriously? Casino with Curacao licence is not able to solve that kind of player's issue by offering alternative payment method while MGA licenced casino can simply block it???

Askgamblers please help me solving this ridiculous "issue" I can solve it for 3rd May. I can provide proof of this agonie via email

Resolved

€8,000

Delayed payment breaking the time frame

I requested withdrawal on the 7th, but it has not been completed yet. Is it premature to file a complaint? No, the terms of use state that it is within 24 hours. This is one of the reasons I decided to deposit here. If it is not followed, the terms of use make no sense. By the way, my account verification is completed before I request for withdrawal. Lastly, regarding the support of the casino, "Please wait for a while as it will be processed in the order of the queue." In other words, there is no problem for me, so this delay is Injustice. Please help us complete the payment, Thank you.

Resolved

$1,000