Withdrawal not paid 240 dollars

Dear @Smarikid,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

We have been informed that the funds have been sent on 24th April to you, can you please confirm receiving it?

Kindly note 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.

Dear Colosseum Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note 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.

I contacted the casino and followed their instructions regarding my withdrawal. Initially, they confirmed they were ready to process the payment and suggested alternative methods, including Payz and bank transfer.

I provided my IBAN as requested and was waiting for the withdrawal. After that, there was no response for 2–3 days. Later, I was informed that I was allegedly ignoring their requests, which is not correct.

To fully cooperate, I created a Payz account and provided those details as well. However, this was not commented, and instead I was asked to provide proof of address.

I have now sent everything requested: IBAN, Payz account details, and proof of address. All information has been sent directly to the casino.

Despite my full cooperation, I am still waiting for their response and for the withdrawal to be processed.

I hope this situation is simply a misunderstanding between different departments and can be resolved soon.

I kindly ask for assistance in resolving this matter.
Smarikid

Our responsible gaming team made a decision to close the players account under our responsible gambling responsibilities. The player has been asked multiple times for a valid payment method to refund the balance because their card is not able to be refunded to. Unfortunately we lose the ability to refund to certain cards occasionally.

This is the last email that was sent to the player. Once they have sent through the required documents they will be paid. For some reason they are refusing to do so.

Hello < name removed >,

We are writing to let you know that your card is currently showing as non-refundable, which means we are unable to process your withdrawal back to that card.

To return the $241.82 USD owed to you, please send us the details for an alternative payment method and we will manually update this on your account for you. The available options are:

NETELLER

Skrill

Payz

Direct Bank Transfer

Jeton

 The best way to send us this information is by providing a screenshot or document showing the account details for your preferred withdrawal method.

Once we receive the relevant details, we will be happy to assist further.

Please feel free to contact us for further information or any other questions.

Sincerely,

Payments Team

Casino Rewards