Dear
@mina888 ,
thank you for letting us know about it. However, we have checked your account with us and I can confirm there is NO FEE for your withdrawals from our side.
Please check with your bank as it might be they charge additional fees and this is out of our control. Please also get in touch with your account manager when you have more information about this, as we may be able to recommend you better payment options.
Kind regards,
EnergyCasino
I was charged with this fee again so I went to chat support and advised them that I shouldn’t be charged with this fee and here’s her response.
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Chat transcript
Hi Mina,
We are sending you the chat transcript you requested.
Mina (05:31:00): hello, wondering Why is my withdrawal still pending. Also as a vip why am I being charged a fee to withdraw?
Sophie Martha (05:31:08): Hello Mina!, you are chatting with Sophie
Sophie Martha (05:31:25): May I have your username?
Mina (05:31:32):********
Sophie Martha (05:31:47): Thank you, one moment, please.
Sophie Martha (05:34:15): Mina, please note, that only the first withdrawal is free of charge according to the T&C.
Mina (05:34:48): But according to your casinomeister rep, for vip’s it should be free
Sophie Martha (05:35:40): Mina, it is in the general T&C, all customers are charged with a fee after the first withdrawal of the week.
Sophie Martha (05:36:07): There is no such term in the VIP offer T&C.
Sophie Martha (05:36:15): I am sorry.
Mina (05:36:31): Ok
Mina (05:37:24): How come my withdrawal is still pending though?
Sophie Martha (05:37:52): I am sorry that you are not happy, Mina. But this is in the general T&C.
Mina (05:38:08): I didn’t say I’m not happy
Sophie Martha (05:38:25): All withdrawals are checked within 3 business days, and you requested it today. I will contatc the relevant department, if they can process it faster.
Mina (05:38:33): I said your rep on casinomeister is giving misleading information because he said I shouldn’t have been charged and you’re saying there’s no such thing in VIP T&C and everyone gets charged a fee, regardless of being a vip or not. I just want to get the correct answer.
Mina (05:39:36): wait really??? 3 business days? I already withdrew once this morning and it was processed within 3 hours. Now you’re saying 3 business days to process my next withdrawal? How come?
Sophie Martha (05:39:57): Yes, Mina. According to the T&C we have 3 bsuiness days to check the payouts. But as I said, I contact the relevant department to make it faster.
Sophie Martha (05:42:16): Can I help you with anything else for now?
Mina (05:42:16): Thanks
Mina (05:42:56): Actually how do I copy this chat to show other players and your rep so they are aware?
Sophie Martha (05:45:11): Please hold on for a short moment.
Sophie Martha (05:46:59): Mina, you might save the transcript in the right, top corner, once we finished the chat.
Mina (05:47:11): Thanks
Sophie Martha (05:47:37): Welcome, goodbye, Mina.
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