Complaint #1
Casino Empire
Withdrawal cancelled multiple times because of incorrect Postal Code even though information was correct
6 years ago
Well, I‘ve managed to get my account verified, wagered the first deposit bonus and ended up with a total of 323,92€ in winnings. I‘ve started the first attempt of withdrawing the money on March 23rd.
Three days later I‘ve checked the status and had to realise that the transaction, without me getting any email notification, was cancelled; with the reason „Postal Code not in correct format“.
(As it is entered like this in my profile, I‘ve entered the Postal Code, and the Name of the District, I live in, and thought this might be the problem), so I started the withdrawal again on March 26th, by just entering the 4 digits of my Postal Code; same story as before, a few days later it was cancelled for the same reason and without me getting a notification.
Requested the withdrawal again on March 30th, trying a different format - cancelled again.
As there were no more options left I could’ve tried, on March 31st I wrote an Email to the support via the contact form on the website (reply and correspondence attached), explaining my situation in detail and asking for help and advice. The answers I‘ve received have not been helpful at all „recheck your postal code and enter the right data“, „your postal code is not in the correct format you need to repeat your withdrawal request“.
After I explained that there are no format options left I could try, the support stopped replying to my mails, so I contacted the Live Chat.
The nice lady on the other end asked me to request the withdrawal again by just entering the 4 digits of my postal code, I told her that I‘ve already tried that and that it did not work, she assured me that it will work now. (transcript attached)
So I requested it again on the same day, on March 31st.
Today is April the 5th and it‘s still not confirmed, status is „Awaiting“.
I’m afraid that the withdrawal will be cancelled again and that the whole process starts again
Three days later I‘ve checked the status and had to realise that the transaction, without me getting any email notification, was cancelled; with the reason „Postal Code not in correct format“.
(As it is entered like this in my profile, I‘ve entered the Postal Code, and the Name of the District, I live in, and thought this might be the problem), so I started the withdrawal again on March 26th, by just entering the 4 digits of my Postal Code; same story as before, a few days later it was cancelled for the same reason and without me getting a notification.
Requested the withdrawal again on March 30th, trying a different format - cancelled again.
As there were no more options left I could’ve tried, on March 31st I wrote an Email to the support via the contact form on the website (reply and correspondence attached), explaining my situation in detail and asking for help and advice. The answers I‘ve received have not been helpful at all „recheck your postal code and enter the right data“, „your postal code is not in the correct format you need to repeat your withdrawal request“.
After I explained that there are no format options left I could try, the support stopped replying to my mails, so I contacted the Live Chat.
The nice lady on the other end asked me to request the withdrawal again by just entering the 4 digits of my postal code, I told her that I‘ve already tried that and that it did not work, she assured me that it will work now. (transcript attached)
So I requested it again on the same day, on March 31st.
Today is April the 5th and it‘s still not confirmed, status is „Awaiting“.
I’m afraid that the withdrawal will be cancelled again and that the whole process starts again
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