Missing deposit payment

I would rather not submit a complaint on Casinopop but after several attempts trying to work this out without a third-party i am now in need of some assistance.

I did self exlude myself from Metal casino 13.des without knowing it was the same owner as casinopop and therefor my account at casinopop was closed also, I had ca 11.400 NOK balance and had to contact support to make a manual withdrawal. Everything did seem to go ok and i recived a confirmation on email 18.des that the withdrawal have been sent to my bank account.

On the 20.des i recived another email saying "This is to inform you that the manual withdrawal has been processed yesterday on your card ending in **5752.
It usually takes 3-5 bank days for the funds to be credited."

I found this a little strange since the withdrawal was confirmed the 18.des then 19.des but i did not pay much attention to it since i was sure the withdrawal have been done with two confirmations.

I contacted support again by email 27.des and asked for a receipt of the withdrawal and i got in response "I have forwarded the request to the payments team to get you a receipt and confirmation of the withdrawal."
I have still not recived a reciept to this date.

I contacted live support again 02.jan 2019 and asked about my missing payment and reciept. I was now told the payment had been done 15.des but they suddenly needed my bank statement since they claimed everything was ok from casinopops side. I took some screenshots showing my transactions from 14.des until this date with my phone since i dont own a computer.

I contacted live support again 02.jan to ask for the receipt but i was told there was an error and got this
"Yeah the case is still ongoing: the funds were credited manually due to technical issue. so the email saying the funds are credited, seems to be have been wrong. But they still need the bank statement showing the missing withdrawal"

Support could provide me with a Excel page showing me deposits and withdrawals but that does not prove the withdrawal have been done.

I ask askgamblers for help in this matter since casinopop dont seem to willing to make the payout or provide the truth.

Hi Askgamblers and Casino Pop, Please do not mention any email, name, address information in this complaint section due to privacy. This complaint is regarding my current situation with Casino Pop. I have a current balance of 3120GBP with Casino Pop, which I tried to withdraw for the past 3 days. I was told they are having "issues" with their ewallet account. They said to wait until they figured out the issue and my withdrawal would be processed within 12-24 hours. Today, I tried logging in to play a few games and found I was deleted from their site, when inquired over chat. I cannot mention the name of the chat rep because it seemed like he was constructing certain terms up as our chat proceeded; this matter can be discussed with the casino due to the privacy of the chat rep. I would have greatly appreciated if they had not made an excuse of having issues with their payment provider, and an email from the financial department would have been pleasant instead of delaying the issue. Support mentioned : My account was registered in pounds sterling and it was not allowed for my country. In order to send my withdrawal they require a bank statement to send the funds to my bank account and then make a new account with the correct currency. A few points I would like mention in detail. 1. I had no idea regarding this, it would have been suitable on behalf of the casino if they had let the players know regarding this change in advance and before players proceeded to make a deposit. 2. Your terms and conditions were last updated 11th May 2018 , my account was created last year in 2017, I can't find the exact date because I am unable to see my transactions history at the casino. I can say I have not breached any of your terms and condition regarding this currency issue. 3. My account was verified and my withdrawal was sent to me in the currency my account was registered in. I have made multiple deposits, and withdrawn a few times in the same currency. I can't remember if they were before or after your terms were updated. Please enable my account and/or send my current winnings back to my original payment method. After this has been cleared I have no issue making a new account with the right currency. If there is a Casino rep, they may contact me regarding this matter or update here. If the casino would like to solve this matter in a proper and timely manner I would greatly appreciate it. Thanks for your time.

Good afternoon, Recently I joined this wonderful casino. I had a decent time, but I knew while I was playing it wouldn't end well with me. I am quite unstoppable when I am gambling and I know that is not a good thing. In the back of my mind I thought I would keep it at a maximum of a 100 euro deposit. Unfortunately, after I sent the email I didn't receive any reply so I had no clue what to do. And before I knew it, I started depositing more and more. And lost all of it while playing Blackjack. After my 3rd and 4th deposit I realized that putting a limit on my account was the best I could do to prevent myself from gambling. Livechat worked once in a while for me just like today. Attached files show: - First email stating I would like my account to be closed - explaining my issue - Second email shows the follow-up I made today after losing more money - 3rd image shows the limit I put on my account to prevent myself from more, since nobody closed my account.