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Cozyno Casino - Withdrawal of €410 still not processed

RESUELTA
Información sobre las quejas
Casino en conflicto Cozyno Casino
Motivo Pago retrasado
Cantidad € 410
Publicado el 7 de enero de 2020

I received an approval email of my withdrawal 6 days ago via bank transfer. I have contacted customer support and asked where my withdrawal is, and the responded with "maybe tomorrow, maybe the day after, maybe later it comes" then they say that they are not liable whether how long a withdrawal has to take, whilst it says 5 days on there website. I'm starting to suspect that my withdrawal will never come and thus ask you for assistance.

I also asked today again when my withdrawal of 410 euro is coming and they keep staying that it is coming very soon. But it never comes. I have had 2 people from customer support tell me that it would certainly arrive on Monday (06/01-2020) but it didn’t. I asked again, and they keep saying that it is coming very soon and that it is in some kind of “Escrow account”. Yet it has been 7 days soon and I keep not seeing my withdrawal.

Publicado el 7 de enero de 2020

Dear valued customer

We appreciate you bringing this matter to our attention.

Once the casino paid the withdrawals it goes through payment provider and it can take up to 5 business days or in some cases even longer, for the funds to be available in the recipient’s account. These timelines and processing times are out of the casino's control, these are the financial institutions' timelines.

We thank you for your patience and please update us when you received the fund. Congratulations on your winnings.

Kind regards

Cozyno Casino

Publicado el 8 de enero de 2020

It has been 8 days now. And I still dont see my withdrawal, this is not acceptable!

AskGamblers
Publicado el 11 de enero de 2020

Dear Cozyno Casino,

Please let us know if there's some update regarding this case.

Publicado el 12 de enero de 2020

Dear AskGamblers

We can confirm that the withdrawal was successfully paid and we are waiting for the player to update us if the funds were received.

Kind regards

Cozyno Casino

AskGamblers
Publicado el 13 de enero de 2020

Dear @Ind005,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.