Codere Casino - 플레이어의 철회가 지연되었습니다.

July 10: Make the UBYQ4QL collection request for $ 20,916.61

July 13: I received confirmation of receipt of transfer from my bank (attached screenshot of the email issued by Banregio which has a tracking code)

July 13: The transfer is returned by Banregio, since the amount exceeded the monthly amount allowed in my account (this information was requested by the institution via telephone. Attached status report of the payment issued by BANXICO)

July 14: Account 7518 is verified to receive the amount without complications (account information attached).

July 16: The request is being processed. Likewise, the person comments through the chat that in a period of no more than 72 business hours the amount will be reflected in account 7518

July 20: through the chat they tell me to wait until the end of the day to receive the amount.

July 21: With an arrogant and somewhat rude attitude, the agent through the chat comments that it was already reported that he is still in management that in the coming weeks I will be able to have the charge. You will be notified by e-mail.

THEY WILL INFORM YOU BY EMAIL (in this way the messages were sent by Sergio and the second message was capitalized)

As of today, September 28, 77 days have gone unanswered.

10 de julio: Realice la solicitud de cobro UBYQ4QL por $20,916.61

13 de julio: Recibí confirmación de recepción de transferencia por parte de mi banco (adjunto screenshot del correo emitido por Banregio el cual cuenta con clabe de rastreo)

13 de julio: La transferencia es devuelta por Banregio, ya que el monto excedía la cantidad mensual permitida en mi cuenta (esta información fue solicitada por la institución vía telefónica. Adjunto reporte estado del pago expedido por BANXICO)

14 de julio: Se realiza la verificación de la cuenta 7518 para recibir el importe sin complicaciones (adjunto información de la cuenta).

16 de julio: La solicitud se está gestionando. Así mismo comenta la persona a través del chat que en un plazo no mayor a 72 hrs hábiles el monto estará reflejado en la cuenta 7518

20 de julio: a través del chat me indican esperar al fin del día para recibir el monto.

21 de julio: Con actitud prepotente y un tanto grosero el agente a través del chat comenta que ya se informó que aún sigue en gestión que en las próximas semanas podré disponer del cobró. Se te notificará por e-mail.

TE INFORMARAN POR EMAIL (de esa manera se enviaron los mensajes por parte de Sergio y con mayúsculas el segundo mensaje)

Al día de hoy 28 de septiembre van 77 días sin respuesta.

Dear Breeman,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would try to contact the casino. Was this your first withdrawal request in the casino? Have you verified your account successfully? When was the last time you received any news from the casino. Also please if you have any proof or conversation with the casino which could support your case send it to nikolas.b@casino.guru. Looking forward to your answer.

Best regards,

Nick

Dear Breeman,

Thank you for providing all the necessary. I'll now forward this case to my colleague Jozef, who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Best regards,

Nick

Hello Breeman.

We are sorry to hear about your negative experience the Codere Casino. We will do our best to resolve your case as soon as possible.

Thank you!

Gracias!

We would like to ask the Codere Casino 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’.

Thank you!

Gracias!

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Breeman.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website.

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

The player has just informed us that she finally received the whole amount. Therefore, we consider this case as 'resolved'.