Complaint #1 Onestep Casino

Waiting for my withdrawal 10 days due to heavy workload

By eliakss

3 years ago

Dear askgamblers,

I have been trying to withdraw from Onestep casino. I have verified my profile and also sent additional document which Onestep casino asked from me after canceling my first withdraw. The additional document (selfie with ID) was approved and I made another withdraw request 13.1.2023. In Onestep casinos terms and conditions its been said that withdraws will be processed within 72hours. Its been now 10 days since my withdraw request.

I have contacted customer service several times and they keep telling that withdraw is delayed due "heavy workload".

I understand a delay but a week of delay is a lot.

Thanks

Disputed Casino Onestep Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

3 years ago

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.

Should the player face issues with any oustanding withdrawal requests or payments which were not part of the present case or payments referring to another casino operator, the player is welcome to submit a separate complaint.

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

eliakss

3 years ago

Dear Askgamblers,
I can confirm I have recieved the full amount on my bank account. I still have to do 6x more 1000€ withdraws because max cashout is 1000€ and one withdraw at a time. I hope there will not be any delays in next withdraws. Thank you Askgamblers for helping me with this case.

AskGamblers

• Support Team

3 years ago

Dear @eliakss,

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.

Onestep Casino

• Representative

3 years ago

Dear ELIAKSS,

We would like to inform you that your withdrawal has been processed.

We apologize for any delay.

Kind regards,

The OneStep Casino Team

Onestep Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $988

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Onestep Casino Complaints

See all complaints for this casino

Holding the withdrawal of 813,78 EUR

I requested a 813.78€ withdrawal on a date 29.10.2024. Withdrawal is still pending after 8 days. All the documents have been approved before the withdrawal have been applied.

I have asked about the withdrawal and this is the answer.

"We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion."

I have been waiting withdrawal for over a week. I think its a bit too much of delay.

Resolved

€814

Delayed Withdrawal

HELLO

On 27.09.2023 I requested a withdrawal of 172€. Support says the casino needs 48 hours for cashout. Today its 3 days ago. I sent email and the casino responded:

Thank you for contacting us. We apologize for the delay in the review of your withdrawal. Since the evaluation is being handled by another department, it is not possible to provide an exact timeframe. Please be informed that this is related to a heavy workload the relevant department is experiencing. Once we have updates, you will be notified. Your cooperation is appreciated on this matter.

PLEASE HELP !!!

Resolved

€172

OneStep Withholding Payment

Hi there.

I hope you are well.

OneStep has been withholding a withdrawal since the 17th June.

The account has been fully, extensively, verified. I have had multiple withdrawals before.

When I've asked why, they have only said:

"We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion."

I have followed this up and made a formal complaint.

All they have said is:

"Rest assured that we are doing the best we can in order to assist you with your request the soonest as possible.

The relevant department has been informed regarding your comments and as soon as there is an update you will be notified. "

This was 3 days ago. I have not heard anything since.

The withdrawal is for €936. I also have another €708.25 waiting in the account for the initial withdrawal to be processed (There is a maximum limit of €1000 per withdrawal), making an overall total of €1644.25 outstanding.

Any help you could give would be much appreciated.

Resolved

€1,644