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Cobra Casino - Delayed cashout to my BTC wallet

RESOLVED
Complaint Info
Disputed casino Cobra Casino
Reason Delayed payment
Amount BTC 0.19
Posted on September 13, 2020

I am facing a withdrawal delay .
10.09.2020 I verified my account and made a cashout
3x 0,05BTC and 1x0,04 BTC
Automated withdrawal process is not working , confirmation withdrawall email is not working as well .
I had to confirm cashout 2 times even i made it on casino system
I have been told 10.09.2020 by CAsino Support that Ewallets withdraway is around 1h somethimes even less .
now is almost 24 h since I made withdrawal but my BTC wallet is empty and status i can see is "pending" .
I can see another confirmation on Askgamblers service EWallets: 0-1 hours So i am curiess what is happening now .
As this is not normal and profesional behavior I decided raise a complaint . ( Support can say only "wait little more - without any details ")

AskGamblers
Posted on September 13, 2020

Dear @CHris_W,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on September 14, 2020

Hello,

We checked our records - the player made his withdrawal request on the Sep 10th. We paid on the next day - 11th of September.

Yes, crypto payments are almost instant but, as our T&Cs clearly state, it can take up to 3 days to process a payment. Security is paramount for us so each player is carefully checked by various internal teams before a withdrawal is approved. This takes time. Even so the payment was processed on the next day, well within our T&Cs.

Kind regards,

Cobracasino

AskGamblers
Posted on September 14, 2020

Dear @CHris_W,

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.

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