So it's been nearly 1 month since I made a withdrawl. I've contacted them every day and they have replied to about 20% of my emails! £100 is a lot of money to me. They keep saying it's not their fault it's the payment provider they use. This is NOT a valid excuse for a month, communication is poor! All I want is my money, this is the worst company I have ever had to deal with!!!
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CasinoLuck - Payment delayed for nearly 1 month, poor support communication
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NetBet Casino - Impossible to find and/or request Self Exclusion, no one there willing to help
Hi, I recently opened a netbet account 2 days ago and was wagering beyond my means chasing losses. I got urges to keep gambling and knew I had to self exclude myself urgently as this is the only way I would stop. I searched on the netbet website and it said u can self exclude from clicking preferences under the deposit section so I went on there from my phone and there is no self exclude button. I only have a mobile iPhone not a laptop/computer. I therefore tried calling repeatedly the phone number provided by their website which is 020 3608 6024 and have taken screenshots to show how long I have been holding on for- up to 30mins 5 times now and still no answer just a recorded message saying operators are busy currently. I therefore sent a message filling out their email form online 2 days ago now and no response. In the meantime I kept getting urges late at night to gamble and try win back my losses resulting me in losing even more which I cannot afford. I then emailed and have sent 6 emails requesting to urgently be self excluded and no reply and I am still able to log in and bet. I then got in touch with their Twitter account @netbet making it clear I need to self exclude and they just said speak to live chat even though I made it clear I want to be urgently self excluded and begged them to call me so I can discuss & then they just said they will pass on the message. I've wagered way beyond my means and netbet have not acted swiftly or shown any compassion towards my problem. Please help. I am still able to log in and worried later tonight this will continue. It is sports betting.
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Planet 7 Casino - 2 Delayed Payments
I currently have 2 approved withdrawal requests from Planet 7 Casino. The details are as follows:
6/2/2016 - $380
6/22/2016 - $350
As you can see, all of these are way past due based on the 7 to 10 days published on the planet 7 web site. They are also past due based on the 20 days the casino then states upon approval. This is quite frustrating.
My story is very similar to many others who have posted here regarding their Planet 7 payouts.
At first, the withdrawals department informed me that the payouts had been "escalated" and that I was to deal with Ally via email in order to get these paid. As instructed, I emailed Ally only to receive an automated response saying they are very backed up but I would hear from Ally personally within a few days. A couple days later, I received a form letter via email from Ally saying that she is working on my payouts and to contact her via email to check status every couple days. Since then, I have sent a couple more emails to Ally requesting a realistic date on which I could expect to see payment. None of these have been answered. I'm hoping that I can get some information or assistance through this route.
Most of the frustration lies in the deceptive information posted on the web site as well as in the email correspondence. I don't know how a business can be considered legitimate and on the level with such practices. I've held up my end of the deal and only ask that Planet 7 does the same.
What is the best way to get this resolved?
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Smart Live Gaming Casino - Delayed withdrawals
Hello,
Had used smartlivegaming.com
(https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=2715) for the last 2-3 months. Company is regulated in UK. Their Malta license stands only for the casino, at least this is what i was told from MGA whereas i filled complain as well.
Deposited 3-4 times about 1200 euros, no bonus received.
My account is already verified. Had request a withdrawal of 500 euros before 2 months. Indeed, money received the next day via neteller. So far everything ok. Withdrawal was indeed executed in 3-5 days as their Terms and Conditions.
According to article 5.9 in their Terms and Conditions:
''5.9 You may withdraw your money at any time. Money withdrawn will always be returned to the source of the funds where possible. All withdrawals must be completed within 3-5 working days from the date requested. In case The Companies have requested any form of documentation from the customer, the withdrawal period starts from the date the customer has sent all the requested documents. For further details on withdrawal methods please refer to the Payment Methods section of the website.''
''
Now starts my problem. At the moment i have 3 open withdrawals, as follows:
1500 13/07/2016
3000 19/07/2016
598 26/07/2016
Obviously the first two withdrawals are not in the 3-5 days time-frame to execute withdrawals as their Terms and Conditions. Had sent them many messages so far, but never got an answer when they plan to execute my withdrawals.One day they blame regulator requirements for the delay (which is not true as many bookmakers i use are UK licenced), as you can see in their email response below:
'' We apologize for any inconvenience this delay may have caused you and assure you that your request will be processed as soon as possible, however the processes that need to be followed in order to comply with all requirements of our regulator require more time than usual and we sincerely apologize for this delay.''
The other day they just claim they need more technical time (which is not true as Jetbull and Superlenny that use Everymatrix odds provider as well paid smooth and fine), as you can see in their mail response below:
''Please note that there will be a slight delay in processing your request as it would require some technical time, however you may rest assured that your withdraw will be processed accordingly.
Please be informed that in order to avoid providing any misleading information I can not inform you of a certain time frame that will be required for this to be completed , however I can assure you that we are doing our best and will inform you as soon as we have .
Should you require any further assistance in this regard, please do not hesitate to contact us through any of our official channels:
Live Chat
+44 (0)800 2798 510''
Had sent email at complaints@smartlivecasino.com but no response as well.
To conclude, all they tell me now is it is to wait but they cannot give me a time frame to complete a payment. Disgraceful behaviour.
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Planet 7 Casino - Waiting a month to be paid
It has been a month since I was approved for a 450 dollar withdrawal. I have been given the run around. Now I am.sent to the escalations department who refuses to answer my questions. Please help!!!!
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Super Casino - Hiding behind money laundering regs to delay payments unreasonably
I played at Super Casino and upon withdrawal was asked for documentation. Slightly more than I usually have to at online casinos, this consisted of ID, POA, front and back of cards used to deposit, and also a picture of me holding my ID next to my face.
I sent this all of this off after a slight delay as the document request had gone to my spam folder, and have heard nothing other than a confirmation that they received the documents 9 days ago. Live chat is unresponsive often timing out, or simply saying unavailable.
My original request for £857.50 on 6th July, and £2,297 from 10th July are both still outstanding.
This sort of delay is unacceptable and I will not be depositing further until the withdrawals are processed properly.
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Las Vegas USA Casino - Withdrawal overdue
On June 3, 2016 I requested a payout on my winnings of $1600. On June 24, 2016 I emailed financial at Las Vegas USA casino to inquire as to payout. At that time, they responded that it would be a few days. On July 13, 2016 I again inquired as to status and was promptly emailed back that the payments were approved but they could not give me a date for processing. I feel that 8 weeks of waiting is too much and I was hoping if you stepped in, I would finally get paid. I have attached all documentation. Thank you.
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Gorilla Casino - Won't respond and payment hasn't been processed weeks later
I have been getting completely ignored by this casino regarding my withdrawal since I supplied all relevant ID verification weeks ago. I won 1000 euros after playing many hours on their various slot games and requested withdrawal on the 14th of July. I met all wagering requirements regarding bonus money and had also made a deposit. When I first signed up I was getting emails from Clara who said she was my account manager. She was great at first and was quick to reply about what was needed in regards to ID etc for the payment to be made. I attached all the documents and she said she would get all info to financial team to be processed.... then nothing. That was weeks ago on the 19th. She hasn't responded to any emails asking for a status update. Live chat doesn't work. I asked her over and over for a contact phone number right at the start and she said they don't take incoming calls there is no number to ring. I sent emails to all of Gorilla Casino departments and all of Gorilla Partners departments and staff and nothing. Not one person has replied. It says on website payments are processed on a Thursday so why is my account still saying it's pending and the customer service is appalling I am entitled to know what is happening about the 1000€ . I have done everything correctly and I should have been paid by now. It concerns me greatly that on their and c's it mentions about no contact in 30 days may void winnings. I have gone above and beyond to get in contact and chase this up. I want to have the 1000€ deposited in full in my bank account immediately.
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Royal Ace Casino - Need Help Getting $700 Withdrawal
I was a VIP at Royal Ace until I started withdrawing money. I hit a streak of luck at the end of 2015/beginning of 2016 and requested numerous (approximately 12) withdrawals. On average, these withdrawals were around $1000. The first 6 withdrawals went like clockwork; it took about 2-3 weeks from the time I requested the withdrawals until the money was in my pocket. After that, each withdrawal required me to make more phone calls, talk to more people, listen to more excuses, and of course wait longer to get my money. The time it took from my withdrawal request until the money was in my pocket stretched from 2-3 weeks to more than 2 months for the final withdrawal.
So, with so much frustration, I didn't play Royal Ace for a few months. About two months ago, I decided to give Royal Ace another try. After several deposits totaling a few hundred dollars, I finally had a few good games and requested a withdrawal of $700. About a month later, I receive an email from the VIP desk telling me that they could no longer simply credit my withdrawal back to my credit card. The only way I could get my withdrawal was by wire transfer or wait another month for a check to be mailed to my address. I told them I would just wait for the check in the mail. I called back a month later asking for status. When I called the VIP phone number that I had always used, I was told that I was no longer a VIP and all of my questions had to be directed to the regular customer service number (888-288-2944). I have now called this number several times. Each time, after waiting 5 minutes I am asked to leave a voice mail. I have left a voicemail, but no one has returned my calls. Can AskGamblers help me to get my $700 withdrawal from Royal Ace? Thank you.
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Mr Green Casino - Allowed registrations from restricted country, stalling eposit refund
In 2014 I checked in to Mr Green casino. I think I never deposit. On Tuesday I get an email with a bonus and decided to deposit 20 euros. After playing for a while could declare forfait bonus and asked for a withdrawal of 31 euros. The next day and have no news about my retirement decide to enter the casino and I find that the account is locked. Consult the chat and tell me that they will refund my deposit because Argentina is a restricted country. Why they not tell me when depositing ?? If I had lost 20 euros they had been reinstated me ?? We're on day Saturday and still have not heard about the refund of my 20 euros. A shame this casino. No one else deposit here please. 5 days and do not return my money.
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Malibu Club Casino - Delaying payment and no answer from Live Chat or email support
I made a 2500 € withdrawal on Jly 24th.
On July 29th it was still pending .
I tried to contact support via Email but got no answer after that I tried Live Chat a few times but the only answer I get is they have to get in touch with finance department and after that contact me. But they never did.
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Karamba Casino - My cash outs have been delayed for 5 and 3 business days respectively
I have received 3 cash out payments on time so far, i have provided my verification details on 2 seperate occasions when asked. I am now into the 5th business day for my large cash out and the 3rd business day for a medium cash out. Totalling £3,400.00. I have been told my 3 seperate chat operators and 1 account manager that my cash outs would be processed by the end of each business day since day 2. There has been confirmation that they have all of my documentation needed and there is no explainable reason for their delaying in paying me my winnings other than the obvious of it being for a largw amount.
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Dreams Casino - Play for no pay!
On June 14th I won 2200 and withdrew that amount .on june 30 i received a email response Stadium they needed to confirm my type of payment which was a wire transfer and that I needed to contact the withdrawal Department with that information immediately I did that and got a response on July 4th from William that he has my information and it will take 10 to 14 business days for proses sing on July 20th I emailed my VIP host who told me that she was going to escalate my withdrawal for processing on July 25th I received email from support stating that payout had been sent 2 escalations and they were just waiting on the financial department to confirm they had sent it to the third party processing this is way over the amount of time that I should have been paid already now I'm not getting any response from them in the last few days that I have emailed asking where my money at I've got an excuse after excuse and now I'm not getting any thing at all from them could you please help me I sent a complaint earlier but it was denied do to not enough information, I hope this helps more to get my complaint resolved it has now been over a month and a half and still nothing could you please help me
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Ruby Fortune Casino - Withdrawal of 903$ declined, asked to notarized documents, again
I had made a small deposit of 50 $( I received a bonus for this and did not go over their max bet rule) in April on their casino and I won 903 $. Days went by and they asked for documents, then few days later they asked for notarized documents. I was finally able to get them In June during my vacation break. They replied saying it was missing the seal and contact number of the notary. I told them everything was there the notary seal and the notaries information. They didn't really do anything about it. Few weeks go by, and on July 9th and they said their operations department has checked the documents and ask for the notaries name, contact number and my phone number which I replied to them. i finally got fed up of them pushing me around and making me wait, So I got my document notarized again by a different notary (July 20). Now It's been over 6 days since they have not replied. I have been waiting almost 4 months for this payment and I have already spent 100 $ on notary fees. What more can they want.
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Planet 7 Casino - 3 months and no payment
I have been waiting almost three months for a payment. I had a withdrawal approved on May 7th for $600. I have received a check for $300. On May 12th I has a withdrawal approved for $800. I have not received anything from that one. On July 4th I had two withdrawals approved for $700 and $1300. Again, nothing. I have received a total of $300 out of the $3400 that they owe me. I keep being told that my account is with the escalation department and I email daily with no answer from them. I email, live chat, and phone them all to no avail.
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BGO Casino - Declined payment of winnings, no proof of bonus violation presented
BGO declined payment of £1900 & £400 winnings citing infringement of bonus rules, i.e.wagers of larger than £10.00. I disputed that and requested proof from my transaction history on the 5/07/2016, this has not been forthcoming to date, and I could not check online as the wallet only holds 8 pages of transactions. It is my belief that IF I exceeded the £10 bet limit it was after the wagering requirements had been completed. If BGO are going to withhold winnings they should provide proof of the infringement . Please find attached a screen print of my wallet showing the declined withdrawals and two subsequent declined Paypal requests, which BGO said was made by them to prevent withdrawal before gaming checks had been made, however the withdrawals had already been declined the day before! It appears they have created a reason for declining the withdrawals after the event.
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SuperLenny Casino - Unable to login, worried about my withdrawal and balance
I opened an account with Super Lenny yesterday. I wagered £400 and submitted a withdrawal for £1400. I continued playing with a remaining balance of £70 and when it reached £150 I was kicked out of the site. When I tried to log back in a message to the effect that my login failed and I should check my username & password. I am in no doubt that they are correct however when I used the reset password option it did not work. I have tried to use the online chat facility but having waited for 30 minutes no one contacted me. I used the telephone number supplied and got an answer phone where I left my telephone number. No one has called me back. I have sent 2 emails to the support address and again have received no response. I am becoming increasing concerned that there is an issue. Can you assist please?
Thank you
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Super Casino - Locked Account / Not Paying Out
I had a decent win at Supercasino.com and now my account has been lock for 'auditing'. I was not too concerned until I started reading some the the complaints online. I managed to process my first withdrawal of £5K and was told the rest could be withdrawn in £5K amounts every 72 hours. My second withdrawal should have been approved yesterday and I should of been able to make my next withdrawal yesterday, I have this in an email from VIP help. I have no notification of my withdrawal being approved and I have not been able to make the next withdrawal as my account has been locked for 'auditing'. I have phoned to get my account unlocked but I have been told it is not possible. I am very concerned about my money.
Pending Withdrawal: £5000
Account Balance: £13400 (give or take a couple of pounds)
So I am currently owed around £18400 and I have no idea what is happening. When I phoned the VIP team on Thursday night I was told by the operator that my current withdrawals and winnings would not be affected by the outcome of any auditing. Also that my pending withdrawal would still be approved yesterday but it was not. Before I ended the phone call I asked the operator to send me an email to confirm what she had told me. I waited all night and received no email.
This is a very worrying situation. I went out and purchased a car so I am relying on this money coming through.
I really hope that I am just worrying for no reason.
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Planet 7 Casino - Payment Delayed, Again!
My withdrawal was approved on June 15. It's been past the published paying time and I've been told my payment has been in multiple "batches", but payment hasn't occurred. Last response to my requests was 7/25 saying would be on a batch on Thursday, 7/28. I haven't received notice of shipping or a response to my request for updates after that. I've attached the approval and the notes regarding payment.
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Malibu Club Casino - Stalling withdrawal & not providing response
My withdrawal request is pending for 2 weeks now. After the request I received an email with the confirmation and aksing for documents, which I emailed them back. Since then nothing more. Resent email multiple times to asking about status or if more information is required, not even a reply.
LIve Chat friendly, but keep saying they are looking into it.
I was lucky with the Casino bonus, met the wagering requirements, deposit 30€ as per their regulations and now wait for my money! Any help and assistance is appreciated.
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