karjala kasino - can't withdraw

rommie

Newbie member
Joined
Mar 5, 2014
Location
the Netherlands
Hi all,

Last weekend I joined karjala. I found them through here, because they are accredited. I deposited by creditcard (mastercard). I made the wagering requirements, and played on. On Sunday I reversed the withdrawal *don't do that... haha. But at Monday morning 7 am I made the withdrawal, and never touched it again. :)
Yesterday I started to contact live help, but I never get anyone in the chat. In the beginning the time is under 30 minutes, then I wait and wait, and get timed out. When I login I got a message it is under 35 minutes, then later 50.
Later that day I contacted Luckysox *karjala kasino rep., trough the forum.
I asked about documents, do I have to send them, because from the casino I didn't get any mails. Only the mail that withdrawal has been made.

This morning Luckysox told me I can't withdraw trough mastercard?! Strange that is the only option they gave me. But no mail from the casino yet. So I tried to login, and hit the deposit option. Suddenly I got an Error message: "Due to current policy, you are currently not allowed to perform this type of transaction. For further assistance, please contact support."
Well I did, and again under 35 response time, but no one comes in the chat. Again timed out. I am feeling worried, and I think a accredited casino could do better then that.
I hope someone can help me with this!

Oh yeah, I contacted them by mail (online form), but that doesn't work. Message wouldn't send. :-( Tried chrome and firefox browser.
 
Last edited by a moderator:

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Karjala are good people, part of Aspire, so as long as everything is above board on your side, you will get paid. If you don't get a response, @TradaCasino may be able to prod someone for you.
 

rommie

Newbie member
Joined
Mar 5, 2014
Location
the Netherlands
Karjala are good people, part of Aspire, so as long as everything is above board on your side, you will get paid. If you don't get a response, @TradaCasino may be able to prod someone for you.

I hope so, but why doesn't their email option work, why does live help not work. I tried it several times. No luck, no one in the chat. Now it tells me 50 minutes waiting time.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Looks like they're just horrendously busy. Stay In The Queue. Your Call Is Very Important To Us.

(Probably people off sick!)
 

rommie

Newbie member
Joined
Mar 5, 2014
Location
the Netherlands
Update: well there is still no update. Luckysox told me that the casino send mail about what documents to send in?! What? Where? Never received anything. Not in spam or normal inbox. And now it is all silent. Very frustrating!! And even more frustrating : chat doesn't work anymore!
 

rommie

Newbie member
Joined
Mar 5, 2014
Location
the Netherlands
30 minutes chat time, but after 10 minutes session timed out. Error 100.

Where is the help, where is support? This is starting to be very annoying!
 

luckysox

Karjala Kasino Rep
Joined
Feb 18, 2013
Location
Europe
Hello good people and happy Friday!

Yes, there was something that went wrong with this withdrawal. It was a bit hard for me to sort it out quickly as I am on the road and connected with my team only once a day. I'll be transparent for the sake of clearing the air about this particular case.

  1. After requesting a withdrawal, we needed KYC documents to process it.
  2. For some reason the user rommie did not receive the email communication from our team/system so he was unaware of what was going on.
  3. After our first communication here rommie did send in the documents and two out of three were approved and one document needed to be resent in a more "correct/acceptable" format.
  4. Again, the user rommie did not receive the email communication from our team/system so he was unaware of what was going on.
  5. Last night, after internal feedback I received, I privately communicated to rommie that one document needed updating. rommie sent in a new version of the document.
  6. This morning the document was reviewed, approved and withdrawal sent.
The chat issue is most likely caused by our new chat software that has been updated last week. It seems there are some issues with the queue. I've reported these issues and I really hope others are not experiencing the same. We are pushing internally to cut on chat waiting times and provide faster support. We all know how important this is.

I understand the frustration of a pending withdrawal, we all want our money in our own pocket. @rommie I am sorry I was not able to help you to faster solve your issue, but your withdrawal was never in any jeopardy not to be processed or to be denied.

Cheers!
 
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