Delayed withdrawal

The casino continues to claim they did not receive the deposits; however, my winnings were correctly obtained and should be honored.
To my knowledge, no reputable casino credits a player’s account and allows gameplay before confirming receipt of a deposit.
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Dear @Fredderic6,

The AskGamblers Complaint Team is kindly asking you to assist the Shokki Casino team further and send the required proof.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required info, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear @Fredderic6,

We're sorry to hear that you're not satisfied with our response.

Kindly note that our customer support team has reached out to you regarding the bank statement for the transactions in question.

As mentioned earlier, you were credited the funds at the time the transactions were initiated. However, since the transactions remained in a pending state and were eventually either cancelled from your end or rejected by bank—and as the funds never reached our bank—we are unable to process these payouts unless proof is provided showing that the amount was actually deducted from your bank account.

We are actively working on improving our processes to prevent similar issues in the future.

Best regards,
Anni
Shokki.com

The response from the casino is not satisfactory. I have been charged on my bank account, but now all transactions have disappeared. The casino has chosen to cancel the transactions instead of paying out the winnings I rightfully earned. The two transactions in question were €100 and €150.



This also raises the question: how was I able to play on the casino if there were no funds in my casino account?



As a gesture of goodwill, I kindly request that the casino pays out my winnings minus the two canceled transactions (€801 - €250), which amounts to €551.