Explosino Casino - Снятие игрока отложено.

Hi casinoguru.

I made my FIRST deposit to explosino casino site in november and played with welcome bonus. I won about 580eur with it. After I tried to make an withdrawal, they asked me for verification documents and everything was alright and I received an email that my verification was complete.

After that I didn't heard anything from them for 2-3 weeks until I asked. I noticed that there wasn't anymore Skrill withdrawal as option (it was first avaible and I deposited with Skrill) and I asked about it. They said to me in chat that "Yeah, you should change your withdrawal method to something else than Skrill". No one didn't seem to care to tell me that sooner until I asked.

I asked multiple times if it's okay that I change my withdrawal method to something else than I deposited with. Multiple times they answered me in chat that it is okay and no need to worry.

Well.. Okay, then I made an withdrawal to my ecopayz account in mid December. It took some days and I received email that my withdrawal was rejected and I asked from chat why's that. They answered to me that I have to deposit first with the account which I want to use for withdrawal. No one seemed to care tell me that earlier, even when I asked multiple times if everything is okay and can I do something to make this progress easier.

Well, after that I made deposit of 10 euros that I could verify my ecopayz account with verification documents as well. With my 10 euro ecopayz deposit I raised my balance to 603 eur. I wagered the 10 euro deposit 3 times as site has this rule that you have to wager your deposit at least 3 times. Once again I received an email that my verification is now complete and my withdrawals should be on its way.

I have asked multiple times if there's something wrong with my winning or did I break some rules but everyone assured me that there's nothing to worry about.

I have now asked multiple times from chat why my withdrawal is taking so ridiculously long and every time when I asked they just copy-paste me same text that "Your withdrawal is now sent to our financial department, thank you for your patience." and it never proceeds forward from that. Frustating to get same copy-paste text everytime.

And well.. Yes, now I am here asking for help, because it seems to me they arent willing to pay my winnings.

Dear Mirohi,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you received confirmation regarding successful account verification?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Mirohi, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Mirohi!

From now on, I will try my best to help you with your issue. I would like to ask Explosino Casino to join the conversation and help us resolving the issue with the player's withdrawal.

Dear Mirohi,

We are sorry for the inconvenience. One of your withdrawal requests was processed today.

Best Regards,

Explosino.

Thank you. At last.

I just wonder why didn't you process both of my withdrawal requests at the same time and this case would be closed then...

When I can expect the other 103eur withdrawal to be progressed?

I would like to ask Explosino Casino to let us know, when the second withdrawal will be processed.

Dear Mirohi,

The financial department has been processed your last request.

Best Regards,

Explosino.

Hello mirohi!

Please, let us know when you'll receive your last withdrawal.

Hi.

Yes, I have received my withdrawals in total. Thank you so much for your help Guru!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.