I played for 8 years in the Casino Rewards group. Since 5 years in Grand Hotel. It's a member of Casino Rewards.
In January 2019 I had a win of 1000 USD. Three years I won there nothing, the last year I spent there 1578 USD.
In the Casino Rewards Group I am a good player with Gold status near to Platin.
Before the Christmas days I had a good run with Assassins Moon, where I won 4250 USD.
I played without a bonus and my documents are accepted by Casino Rewards where I won
several times and never have any problems with the cashout.
The money stays always two days in the Casino, on the third day I get every time the remittance
about skrill immediately and for my bank it takes always nearly between 2 or 3 days. And always which a transaction number which is also important for skrills.
In Grand Hotel Casino I make a withdraw on the 20th December for my account of skrill.
See attached photo. No. 1
And on the 22nd December it was proceed, I saw it in the system, but I didn´t get a transaction number. Remittance to Skrill is as you know a real time transaction. But on this day I didn’t get It. So I make my first inquiry to Grand Hotel on the 23rd of December and the 24/7 live support From Grand Hotel Casino assert that they remit my winnings but skrill denied it. But this wasn´t true, on the picture cashier.1 you will find the missing transaction number.
My money was booked back to my players account of Grand Hotel.
This was the first wrong assert because I write with skrill and they definitely told me that there wasn’t a transfer for my account at the 23rd and also not on the following days.
Between Christmas days and the new year I made a new withdrawal to my bank account.
According to the cashier document see my first photo the remittance should be transferred on the 29th December. Normally it takes some days (2 days with SEPA max. 7 days with int. transfer) and so I started inquiries per email within the period from the 6th January to the 24th January with 8 emails where I want to have evidence for the Transaction. I never got an answer. Only response I got on the 16th January was that I have to write to [email protected] So I put it additionally to the email addresses I wrote before as follows: suppor[email protected]asinorewards.com and suppor[email protected]rhelpdesk.com.
For 8 emails from 6th, 11th 13th 14th, 17th, 19th 23rd and 24th January 2022 they ignore it.
I didn´t get the evidence for the transaction.
Between the last week of 2021 I started to chat with the live support again and with every chat I got an answer that my winnings are on the way and I have to wait for it.
I recognized that the last digits of my account ends with 51 in the cashier script instead of 00 and I chat again with the live support on the 24th Jan.
The much important point is an answer at 9: 54 a.m. in the chat page 5 yellow lined
That they have had a bit of a backlog and are still trying to catch up. (see enclosed doc3)
And after it immediately change the conversation partner who meant I have to investigate by swift where my money is. And this I find is a hard lie.
So I come to the result that my winnings never left the casino.
- There is no transaction number as normal for the skrill transaction
- Not one of my emails are answered.
- The transaction code ref. my bank account is definitely wrong and everybody knows to use
- The correct Iban Number for a remittance.( attached photo4)
And last not least the statement of an employee that they have had a bit of bad log.
Feeling that they have current financial problems I made them a suggestion to pay my winnings.
In rates. But on the next day the 25th January I got again a message that my winnings has been remitted to my bank account (see enclosed pictureCashier2.png).
I am waiting until the 4th February asking again the payment department and got the answer that the money is on the way and I have to check it with my bankers. They send to me a payment confirmation from Western Union. But again the 10 digits number named MCTN number I missed.
So I have a long conversation with my bankers, they checked the whole time period but don´t find the transfer and can confirm additionally that a transaction of 4150 USD never was rejected.
I informed the casino about the new facts and that only the sender can follow the way from the transaction and not the consignee, its the same system as for parcels. This was also the opinion from my bankers. Twice I asked for the MCTN transaction number but instead will get this number I got an email that I have to investigate with my bankers again.
The withdrawal of my payment has now an overdue about 47 days, which means nearly 7 weeks.
I am now requesting immediate payment with skrill by them.
Please help me in that case. With more than 20 emails and a long period of chatting I don´t have an effort.
Thanks a lot in advance.
