Complaint #4 DrueckGlueck Casino

Stalling withdrawal with no reasons

By Dollydee

8 years ago

Message on forum

I made a withdrawal from Drueck Glueck in the amount of £267 on 17/6/17 to my paypal account. I received an email from them just after saying that it was being processed giving the reference no: PW971327, to add when I made the withdrawal it stated that it was 'same day' for withdrawal. I still had no received it yesterday so I went on to online chat, the person reviewed the withdrawal and said that everything was ok with it and they would send an email to the 'payments department., However 3 days on and nothing, I emailed their customer support at around 12.30pm querying this and apart from a generic email back received no reply to my email explaining why the delay. When I logged on this evening the amount is still pending in my account? Again I went into chat gave the person the withdrawal reference number and asked if she could look into it (explaining I had spoken to chat already yesterday and emailed receiving no reply). After a while they came back and asked for the email address linked to my paypal?? I explained that I had deposited before using my paypal email and it was the same email address they sent me the confirmation on and I was promptly cut off chat. I did what they said though and have sent them through my paypal address to support@DrueckGlueck.com but this is ridiculous especially when they say 'same day' when you withdraw and I received an email 2 days ago saying it was being processed. Can you help please?

Disputed Casino DrueckGlueck Casino

Reason Delayed payment

Amount £267

Discussion

AskGamblers

• Support Team

8 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Dollydee

• United Kingdom • 10 reviews

8 years ago

Thank you for your reply and yes I have received the withdrawal into my paypal now however it was in pending for almost 72 hours which I find to be an unacceptable amount of time for any casino when withdrawing into an e-wallet especially as when withdrawing it states 'same day', if this is not the case it shouldn't state it when you withdraw. During this time I also queried the process 4 times, twice sending emails to your customer support (neither of which were answered until after this complaint was resolved on here) and twice using online chat (the first time I was told an email was going to the payments team and the second time I was asked to email support my paypal email address?? which you already have and I deposit on, after that instruction I was promptly cut off chat which I found to be rude mid-conversation). As a relatively new playing making my first withdrawal I found the whole experience an unpleasant one. Its a shame really as my first impression of your casino was relatively good overall

AskGamblers

• Support Team

8 years ago

Dear @Dollydee,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

DrueckGlueck Casino

• Representative

8 years ago

Hi Dollydee, thanks for all your comments.

I see from your account you were already paid and got your money to PayPal yesterday morning. Apologies for the delay but its definitely not stalling , sometimes a withdrawal can take a bit longer then even we like. We do most withdrawals within 11 business hours including weekends and in most cases a lot faster then that so please don't let this first one stop you from coming back to play at DrueckGlueck again.

Team DrueckGlueck

DrueckGlueck Casino Complaint Stats

Resolved 3 / 4

Avg. Amount $7,118

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

DrueckGlueck Casino Complaints

See all complaints for this casino

I don't get my Money, the payment was rejected

Hello, I made a self-ban at another casino, this has marked me as banned from Oasis. I've been at Drückglück for many years and I've always been able to deposit and play there. Now I wanted to withdraw my winnings but the payment was rejected. I want my money. Drückglück takes my money when I deposit but when I win they don't pay. Can you help me please?:(

Rejected

€740

Stalling €10.000 payment

Hi together,

I won about 40.000€ on drueckglueck (No Bonus) in the beginning of january. I payout about 9.300€, then i wanted to payout another 10.000€. They told Me that this is just possible once a month, like it’s written in the agb. Ok, i Unterstand this. Then they also told Me that they Need my full Banking Details (IBAN, Adress etc.) and that the Next Payment is possible on 08th February. I allready sent the Details they needed on 17th january, 05.th February and so on, in total 5 Times until now. There only answer when i ask when they will send my money is: please send us the requested Bank Details. But i already sent them 5 Times! I don‘t know what to do, i just want my money.

Can you please help Me? If you Must be scared that you will Not get your money, you will Not Play anymore. I allready called the callcenter for about 4 Times and received a callback But nothing Happens within 1 week.

Thank you for your help!

Resolved

€25,000

Where's my money

I have been waiting 14 days for a £50 deposit that was declined but still taken from my bank I have submitted a statement showing the £50 being taken from my bank and all i keep getting back is "thanks for your patience it is being handled by our payment dept" I have sent loads of emails half i dont even get a reply from. Why won't they give me back my money ?

Resolved

£50

Integrity concerns American Blackjack Turbo

I have integrity concerns regarding their own software Blackjack games particularly the game American Blackjack Turbo. I am unable to find the software provider behind this game. There are no RNG certificates or anything proving it fair. Under normal circumstances the game should have an approximate RTP of over 99%, however after betting over 6000 EUR the RTP sits at 89%, Furthermore the game shows extremely awkward patterns such as you betting large, having 20, dealer 5 and he pulls 21. Within a very short timeframe today I lost around 800 EUR on this game. I find that extremely strange having played Netent, Microgaming and other BJs. It is not the losing but the how. The game also runs in very strange streaks. I demand that Drueckglueck supplies all information regarding this game and depending on the outcome I will consider further steps. At the moment I feel totally defrauded and I want to warn other players to play this game and possible also not play at Drueckglueck.

Unresolved