Withheld Neosurf deposit

Simple issue.

I am a fully verified player at Cleopatra Casino and have been for years. Have been paying at Cleopatra Casino for years, rarely a problem. I was playing there on August 19. I deposited $25 CAD through Bitcoin. The deposit was accepted and converted to euros as I requested. I was not playing any kind of Bonus or Free Play. I was fortunate to win some money and after making sure that I had played through the playthrough amount of $25 CAD, I then requested a payout of $100 Eur.

The payout sat in a pending state all day.

The next day, Aug 20, I canceled the payout and re-submitted using a different Bitcoin address. It's now Aug 23, the end of the day, and the withdrawal is still posted as pending. I have contacted customer service twice and VIP players once. They all say there is a technical issue and please be patient, no other details have ever been given. VIP came back with:

Hello,

Thank you for your email.

There is an escalation to the technical team to investigate what went wrong. Please do not recall the withdrawal. We will not take responsibility if you will play your funds. There is a technical issue. We are still waiting for an update. In the meantime enjoy the play with a bonus. 20EUR with 10 times wagering is on your account.

Beginning to think that 1). Cleopatra Casino is dying and 2). I will never see my funds.

I sincerely hope that AskGamblers can gain additional insight and assist in recouping my funds.

Hello! I have a pending withdrawal of 4000 EUR 6 days, I spoke to different agents, some say I am in the queue for payment, and others say technical problems, it has been dragging on for a week, interestingly I had 5430 EUR to withdraw, but I placed two orders like us the agent said because there is a maximum of 4000 euros per withdrawal and I once gave 4000 euros and another 1430 euros which went through in 8 hours, usually withdrawals went through in a maximum of 8 hours, but now they are just delaying the payment.

Casino won't pay winnings based on the fact they have a technical problem with linking skrill payments to my wallet. I have deposited with skrill and verified the same. The balance is just sitting there while I'm meant to wait. Support just says try again tomorrow but surely if a casino won't allow withdrawals by another means they are inevitably going to cause the customer to play again and in all likeliness spend the balance. Even if they allowed a bank transfer etc the minimum is 500euro which is off the charts high and nigh on impossible to achieve for most players.

So, in summary, I won 400 euros. They won't pay it due to a "technical issue" and they sat try again tomorrow without offering an alternative.

This to me is highly predatorial and I assume an effort to not pay winnings.

I am submitting this complaint due to depositing issues.

There have been 10 transactions in total. And all of these deposits I made via credit card payment.

They did not get credited to my casino account. But they were all charged to bank account.

At the time I spoke to some customer agents on the live chat. And I was misinformed that the money would just get refunded by my bank. After waiting for this to happen and doing some research into this discrepancy. I found that I was given misleading information and spoke to a new agent who said they had lodged these depositing issues to the finance / payments department, and it was under investigation.

I have checked in everyday for the last week, and have not been told any information whatsoever in regards to the status of my issue I have just been told to “wait a little longer”. I feel like this is being dragged out and nothing is being done to refund my missing money.

I supplied the casino with all relevant information including screenshots of all transactions that were charged to my account and screenshots of my transaction history on their site.