Reclamação #7
Casoo Casino
Not getting my money withdrawn
há 5 meses
I have been a member of this casino since 2024. During my first year, I had no issues with withdrawals. However, this year I have experienced major problems when trying to withdraw funds.
I made my first withdrawals on the 9th (two withdrawals) and another one the following day. I used the same bank card that I used for deposits and that I have previously used for withdrawals without any issues. All of these withdrawals were returned to my account after six business days, and I was informed that my bank had declined the transactions. I contacted my bank and the card issuer, and they confirmed that they have not received or declined any transactions and that there are no restrictions on my card.
I then contacted customer support, who asked me to make another withdrawal. I did so, and the following day I received a message stating:
"Our Finance Department has informed us that your withdrawal has been unsuccessful and has been cancelled. We'd like to kindly ask you to try making the withdrawal again, or try making the withdrawal using an alternative payment method, such as instant banking, if suitable."
When I contacted support again, they told me that I must use the same card that had previously been used for withdrawals, even though I already had done so. They also asked me to try again and assured me that this time everything would go through without any issues (see attached files).
When I tried again, I received yet another message a few hours later stating:
"Our Financial Department informed us that the withdrawals you have requested were returned to your gaming balance because of the rejection on your bank side.
We kindly ask you to try again and use a different card for your future withdrawal.
We sincerely apologise for the inconvenience it may have caused you.
Should you have any additional questions, please do not hesitate to contact us at any time."
I contacted my bank again, and they confirmed that this information is incorrect. This is also evident, as it would be impossible for the bank to receive and reject a card transaction within just a few hours on the same day.
Please see all attached files for reference.
I made my first withdrawals on the 9th (two withdrawals) and another one the following day. I used the same bank card that I used for deposits and that I have previously used for withdrawals without any issues. All of these withdrawals were returned to my account after six business days, and I was informed that my bank had declined the transactions. I contacted my bank and the card issuer, and they confirmed that they have not received or declined any transactions and that there are no restrictions on my card.
I then contacted customer support, who asked me to make another withdrawal. I did so, and the following day I received a message stating:
"Our Finance Department has informed us that your withdrawal has been unsuccessful and has been cancelled. We'd like to kindly ask you to try making the withdrawal again, or try making the withdrawal using an alternative payment method, such as instant banking, if suitable."
When I contacted support again, they told me that I must use the same card that had previously been used for withdrawals, even though I already had done so. They also asked me to try again and assured me that this time everything would go through without any issues (see attached files).
When I tried again, I received yet another message a few hours later stating:
"Our Financial Department informed us that the withdrawals you have requested were returned to your gaming balance because of the rejection on your bank side.
We kindly ask you to try again and use a different card for your future withdrawal.
We sincerely apologise for the inconvenience it may have caused you.
Should you have any additional questions, please do not hesitate to contact us at any time."
I contacted my bank again, and they confirmed that this information is incorrect. This is also evident, as it would be impossible for the bank to receive and reject a card transaction within just a few hours on the same day.
Please see all attached files for reference.
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