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DrueckGlueck Casino - Stalling withdrawal with no reasons

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Klagomålsinformation
Omtvistat casino DrueckGlueck Casino
Orsak Betalningen försenades
Summa £ 267
Dollydee Storbritannien
Publicerat den 21 juni 2017

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 suppor­[email protected]­rue­ckG­lue­ck.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?

Publicerat den 21 juni 2017

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

AskGamblers
Publicerat den 21 juni 2017

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.

Dollydee Storbritannien
Publicerat den 21 juni 2017

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
Publicerat den 22 juni 2017

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.