Withdrawal issue - NitroCasino

[ClimaxNL]

Hi guys,

I have an issue with NitroCasino. On september the 16th I made a withdrawal and this got approved stating that it will take up till 24 hours to receive on my bankaccount (via Trustly). I have been couple of times in the live chat because I know that they 'automated withdrawal approval' system is bogus and that it can be pending. 

In the meanwhile, Silje has told me numerous of times that my withdrawal was in fact on the way to my bankaccount. The following day, 24 hours had been passed almost I contacted NitroCasino again, asking where my withdrawal was. This time, they told me due to prevention of financial fraud it got pending for 36 hours and then it would be processed. Fair, whatever they need to check, go ahead.

Now, the 36 hours 'financial check fraud, or what so they call that' has been passed, went to the live chat and now they told me that it will take up to 48 hours to process my withdrawal and another 24 hours to get it on my bank account.

And this is what they call 'Pay 'n Play'-casino? 

This is the same issue as I had on NeonVegas, they send you an e-mail that withdrawal got approved. Waiting for 48 hours, cancel the withdrawal, do it again and then suddenly it just came through (maybe because of the thread I also created on them).

How can a casino act in these ways, especially in 2020?

 

[ClimaxNL]

Sorry for the double-post, but the following reaction from the staff of NitroCasino literally made my mind blow away.

Following reaction that Trustly is performing improvement at the moment:

’We had a warning today from payment team: trustly is making some improvements on its system and they will release the withdrawals once they have finished. this has created delays not seen before in our casino. We are really sorry about that’
 

Following reaction what the timeframe of this improvements are and if my withdrawal be today or monday:

’I hope they don't take the whole weekend, they haven't told us any timeframe, just said that this can mean a little delay’

I don’t know but as a financial institution to perform improvement on its systems on a normal weekday when there is a lot of traffic seems suspicious to me. On the other hand, deposits do work, but withdrawal doesn’t?

I know that I am closing my account after the withdrawal and will not even bother to join that licensee’s casino anymore. 

 

[Bob_NitroCasino]

Hi there @ClimaxNL,

Thank you for sharing your feedback!

We apologize for the experienced inconvenience regarding your withdrawal.

We have reached out to you via private message to confirm your registered email address, which we need in order to investigate this fully. 

Thank you for your patience and collaboration!

Kind regards,

Bob

 

[ClimaxNL]

Hi there @ClimaxNL,

Thank you for sharing your feedback!

We apologize for the experienced inconvenience regarding your withdrawal.

We have reached out to you via private message to confirm your registered email address, which we need in order to investigate this fully. 

Thank you for your patience and collaboration!

Kind regards,

Bob

I have just sent you PM back.

Now there are ‘technical issues’ on Trustly’s side.

 

[ClimaxNL]

Sorry for the double post again, got an little update again from NitroCasino, I will let this ball to Bob now. The Trustly reference-ID that once the payment has been sent is created couldn’t be provided to me as support has not that information. But it seems like other problems that are going on then the issues relaying above as this has been told just to me.

Its just that the withdrawals are taking a little longer than usual due to this internal development

I don’t know what the meaning is behind the internal development, but it is clearly something else than a technical issue or a system improvement. Could you clarify this Bob?

 

[Bob_NitroCasino]

Hi @ClimaxNL, 

We would like to apologise for the delay in handling your transaction.

I have requested our Payments and Fraud department to take a look at your case and to handle it with priority. 

I will keep you updated of any new information I might receive. 

Apologies again for the waiting times and thank you for your patience. 

Kind Regards, 

Bob

 

[ClimaxNL]

Hi Bob,

Thanks once again for taking the time and effort and hopefully my winnings can arrive in time today.

Hopefully you guys take this in to consider to make the communication better and the waiting time less for a Pay and Play casino..

 

[Bob_NitroCasino]

Hi there @ClimaxNL,

Thank you for sharing your feedback! 

Your case has been handled and withdrawal paid out last Friday. We are sorry that your withdrawal took longer than expected.

We will try to process all the withdrawals as soon as possible, but as we want to provide a safe online casino experience and make sure that we align with our responsibilities for preventing financial fraud, it can take up to 36 hours before withdrawals with Trustly are processed. 

Again, we would like to apologize for the experienced inconvenience and thank you for your collaboration and patience!

Kind regards,

Bob

 

[sk3eter]

Hey @ClimaxNL,

would be really interested if you got your payment so far. I have a pending withdrawal on another casino from BP Group Ltd. and not sure if I will receive it. 

Would be great if you could reply to that.

Kind regards,

sk3eter

 

[Bob_NitroCasino]

Hi @sk3eter,

Thanks for reaching out!

I have contacted you to confirm your registered email address and the casino brand you are referring to, so that we can check your pending withdrawal. 

Kind regards,

Bob