Complaint #16
CasinoPop
Overdue/holding back payment
7 years ago
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.
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.
Screenshot
