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Cobra Casino - Delayed payouts

RESOLVED
Complaint Info
Disputed casino Cobra Casino
Reason Delayed payment
Amount € 2000
liers Switzerland
Posted on September 1, 2020

28.08.2020, 14:25 --> Account is now verified
29 Aug 2020, 18:41 --> Neteller Withdraw 500 EUR
31.08.2020 10:00--> cashout not approved and still pending



According to your business terms, you can only withdraw EUR 500 per day and neteller withdrawals are immediate.
I won 2000 EUR und i'm waiting over 3 days for an approved cashout.

I am concerned that I will not get my money

Posted on September 1, 2020

Dear Customer,

Please submit to Ask Gamblers team details about your account so we can properly identify you in our system.

Rest assured your case will be treated with highest priority and we'll ensure you have a fantastic experience at Cobra Casino.

Best Regards,

Cobra Casino Team

AskGamblers
Posted on September 1, 2020

Dear Cobra Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

liers Switzerland
Posted on September 2, 2020

31.08.2020 cashout 500 eur succesful
01.09.2020 cashout 500 eur successful

explanation:
The maximum withdrawal amount processed to a player will depend on their VIP program level. For Experienced and Master levels it is €/$ 1,000 per day, €/$ 5,000 per week and €/$ 20,000 per month. For all other levels: €/$ 500 per day, €/$ 2,500 per week and €/$ 10,000 per month. Note that, for security and transparency reasons, we do not process withdrawals on bank holidays and weekends.

First 500 EUR withdrawal was just processed - please reach out to us on 01.09.2020 per UTC TZ for another one.

Posted on September 2, 2020

Dear Cobracasino player,

According to our records the you have have received your first cashout on 31 Aug 2020 which is before you posted your complaint on AG.

As per our T&Cs Neteller cashouts are instant after verification but we also clearly state in the Terms and conditions that, for security reasons, we do not process cashouts during bank holidays and weekends. Therefore, you were paid on Monday, 31 August 2020, which is the first business day after you requested the cashouts. Then another cashout was made the next day, Tuesday.

We hope that you will review your stance towards our casino as we have fully respected our Terms and Conditions and we really aim to please our players.

Kind regards,

Cobracasino

AskGamblers
Posted on September 2, 2020

Dear @liers,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

liers Switzerland
Posted on September 3, 2020

The paid the amount of 2000 eur.

03 Sep 2020, 0:18
Auszahlung
Neteller
Akzeptiert
500 EUR

02 Sep 2020, 0:17
Auszahlung
Neteller
Akzeptiert
500 EUR

01 Sep 2020, 6:42
Auszahlung
Neteller
Akzeptiert
500 EUR

29 Aug 2020, 18:41
Auszahlung
Neteller
Akzeptiert
500 EUR


The only misunderstanding was that you don't make payments on the weekend. I asked the support 3 times why the payment was not confirmed. I could have been informed correctly.
I also got a different answer each time. reason corona, immediate forwarding to the tax office etc ...

AskGamblers
Posted on September 3, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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