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Been waiting over 14 working days for withdrawal. Live Chat are blaming system issues for this and can’t tell me how long it will take. Have deposited over £300 to the website. Account is KYC verified. Withdrawal is still pending so I’m still able to cancel. Withdrew on 25th October 2020.

Dear Jake,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino and which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, yes this is my first withdrawal attempt and I had to choose Bank Transfer for it. I have completed all KYC, and been advised by Live Chat that I don’t need to do anything else.

I have waited over 14 working days, nothing has happened and the withdrawal is still sat pending. They can’t give me a time scale on when this will be processed as they are ‘processing each withdrawal manually due to a system error in time order when they were received by the casino’

They can’t tell me how long this will take. The Live Chat service is responsive but won’t give me any indiciation when this will be. I understand that withdrawals can take some time, but its now approaching 4 weeks where I’ve been waiting...

Thank you very much, Jake, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jake,

I looked at your complaint and will do my best to help you. I would like to invite Casino Intense into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi Jake

Can you please confirm you have now received your withdrawal funds? It was sent out you last week.

Thanks

Hello, the funds are still not in the account. I’ve had an email this morning to say that the withdrawal has been processed and will be in my account shortly.

Thats great, please keep us posted as to the progress.

Thanks

Hi, just updating that the money has still not been paid into my bank account.

The withdrawal has now been processed on my Casino Intense account which is good, however as mentioned, it still hasn’t been paid into my account.

Dear Jake,

please wait couple days more and let us know when you'll receive the money.

Morning,

Still nothing has been paid. Have spoken to LiveChat this morning who have said they will get me an update.

This has now lasted for a month, as the original withdrawal was on 25th October. Still no real progress.

It’s now Tuesday and still no payment. Their Live Chat promised me an update by Monday, this again has not happened.

We would like to ask the Casino Intense to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

We have notification from the bank that the payment has been sent & confirmed..

Please can you check again?

There is still no payment or pending transactions from Casino Intense. I have spoken to my bank and they have confirmed this.

I have screenshotted the Live Chat with my bank to confirm, so have these if you would like to see.

Seriously now, what is going on?

Just had a call from Joanna from the casino. Said that they apologise for the delay, and the initial payment was rejected by my bank. They have sent it through again and it should be in my account in a few days.

Thank you for information, Jake. Keep us updated, please.

Casino Intense have finally paid the money. Can this now be closed please?

Thanks for your help.

Dear Jake,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru