Author: Matej Novota |
This review was last updated: 2020-08-03T00:00Z
This group tried to clear its name before, but was successful only partially - due to relocating its offices from Costa Rica to Europe.
The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months).
There is an express withdrawal process in trial, which has been introduced by the group only recently. Ask your customer support representative about this, as we believe it is for limited number of players only whilst in trial.
Since this whole group shares blacklists for delayed payments or non-payment among various websites, and thanks to the fact that we acquired proof indicating that they are paying out money to their customers in the end, we decided to put up just one blacklist for this behaviour.
We also don't consider them to be a rogue group because of this, and we'll give them a fair chance to clear their reputation.
That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster.
If you have any problems with this group, please, let us know and we will try our best to mediate the problem.
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Residents from Virginia
Accepted
IP addr. from Virginia
Not blocked
VPN usage
Allowed
Website Language
English
Live Chat Language
English
Email Support Language
English
No Deposit Bonus
Not available
Deposit Bonus
Not available
Payment Methods
Game providers
Established
2010
Withdrawal limit
$10,000 per month
$2,500 per week
Licensing Authority
Costa Rica
Warning
Costa Rica
Warning
Interesting Facts
Medium sized casino targeting US
Sticky (non-cashable) bonuses
Positives
Bitcoin and Neteller withdrawals are faster than other withdrawal methods
Complaints about Captain Jack Casino and related casinos (233)
We have conducted extensive research on the web and as a result we have found following 233 complaints on Captain Jack Casino or any brands that might be interconnected with it. Taking into account seriousness and credibility of these complaints and estimated size of casino revenues we decided to give Captain Jack Casino a Good reputation.
Complaints directly about Captain Jack Casino
Uncertain case, passive regulator
Black points: 375
Player's account got blocked and their money confiscated without any explanation from the casino.
After the player requested a withdrawal, it was declined and their money was returned to their account. Later on, the player won almost $10,000, requested a new withdrawal and sent all necessary documents for verification. The casino decided to pay the winnings in 4 payment installments of $2,500 each. But soon after that, the player's account got locked and they were also blocked from the sister sites. No further information is available ever since.
Long withdrawal process. A player from the US had a problem receiving already approved withdrawal.
Player had been waiting for more than a month. After he sent the documents for verification multiple times and updated his payment methods as required, the casino answered he would get his winnings in 72 hours. However, the player didn't receive his winnings. Casino claimed the money had been paid, the player still insisted on not having received anything. The case is uncertain, we couldn't decide as none of the sides provided any evidence.
Player's withdrawal request was denied due to unknown reasons.
After the player submitted requested documents for verification 3 times in the row, the casino was still declining it. The player had the same problem with the casino previously and once they complained publicly, their winnings were paid to them. But this time, it was different because the casino wouldn't respond to them. No other details are available after this.
Delayed payment. The player received only some of his money (1 of 2 withdrawals) after almost 2 months, the casino claimed there was just 1 withdrawal from his account. An uncertain case, no evidence shown.
The player “REDSEVEN” wanted to withdraw $200 from his account. His withdrawal was approved on March 9th, 2017, but it had been delayed. After complaining, the player received his winnings on April 21st, 2017. Afterward, the player claimed he had a second request for another $200. He received a response from the casino only after complaining multiple times. The casino claimed there had been just one withdrawal in his account, to which the player reacted by including an e-mail from the casino’s customer support, saying the second request was going to be paid out in few days. No further evidence was provided by either side. The case is uncertain and we couldn’t decide whether the second $200 has been paid out or not.
Withdrawal request was declined on multiple times, proven by the player’s valid screenshot. No valid reason or excuse was given by the casino.
German player had been waiting for 5 months, his withdrawal request was declined by the casino many times without a valid reason. After a week, the casino replied they couldn't access his documents for verification. There was no further response from either side. In this uncertain case, we couldn't decide if the casino had a valid reason for delaying the withdrawal requests.
Show 2 similiar complaints with 120 black points in total
Complaints about related Planet 7 OZ Casino (Unspecified relation)
Against fair gambling codex
Black points: 950
(95 for this casino)
Player’s winnings were blocked due to a multiple account accusation.
The player’s account (including his winnings) was blocked due to an accusation of having multiple accounts. We closed the case as unresolved because the decision of the casino was against our fair gambling codex.
Complaints about related Royal Ace Casino (Unspecified relation)
Insufficient evidence from casino
Black points: 2850
(285 for this casino)
Player was accused of multiple account holdings.
After the player won while playing with a bonus, they were accused of multiple account holdings. The player claimed they had only one open account. No more details are available.
Delayed payment, unclear case, the player had been claiming his winning for 8 months. The casino didn't react to his requests via phone, email or chat. The player was considering a legal action against the casino.
The player claimed to have won $4112.14 at the Royal Ace Casino. Despite providing all the necessary documentation for withdrawal, the casino was not replying to his requests and have blocked his account. The casino didn't react to his requests via phone, email or chat. Player just got one reply saying the casino representative was out of office and would get back to him ASAP. The player was considering legal action against the casino. No other updates since.
Despite showing proof of processed transaction the casino insisted on its non-reception.
The player requested a withdrawal but the casino kept asking him repetitively for new proofs of identity, delaying the payout request. In the end, the casino said that they had never received the deposit necessary for a valid play from the player. The player showed a proof that the deposit had been deducted from his bank account. The casino stopped communicating.
Show 1 similiar complaints with 15 black points in total
(1 for this casino)
No reaction, passive regulator
Black points: 135
(13 for this casino)
Player had been waiting for more than 3 months for his withdrawal request to be paid out.
The player complained it had been more than 3 months since his withdrawal request got approved and he'd been waiting for a cheque payment. The casino was unresponsive.
Player's account got verified, then he was asked to renew his driver's license due to it's approaching expiration.
Player's account got verified, then he was asked to renew his driver's license due to it's approaching expiration. The player thought the casino was giving him a run-around and was stalling his pay-out. The casino didn't react to this complaint.
Identity verification issue, casino required more documents, player refused to provide them.
The player complained that in order to validate a withdrawal request the casino asked for supplementary identity documents, the driver's licence had not been accepted as proof of identity. However, the player felt it was not secure to send that kind of sensitive information to more parties and refused to do so. The casino was unresponsive to contact attempts in order to discuss this issue.
Delayed withdrawal due to repetitively incomplete documentation.
The withdrawal request had been repetitively delayed due to continuous requests to send the most recent verification documents. Each time the documents processing took several weeks and the player felt this was a neverending story. The casino stopped communicating with the player and didn't react to this complaint either.
Show 3 similiar complaints with 145 black points in total
(14 for this casino)
Delayed payment, status unknown
Black points: 150
(15 for this casino)
Delayed payment, the player received only half of his winnings.
Player won an amount of $5000. He received half of the winnings after 6 weeks. He'd been claiming another half ($2500) for months, without success. The casino didn’t reply to his phone calls, emails or live chat communication attempts. Later on, the casino replied about the casino representative being out of office. Then the casino claimed they had sent out the second half of the winnings by a bank transfer, but the player said he had never received the money. We don't know whether the player has ever received the entire amount of his winnings.
Withdrawal took too long, a check received after complaining publicly was refused by the bank.
Player was waiting for the payment of his winnings for over a month. Casino replied it had been processed, but until he made a public complaint the player didn't receive anything. He then received a payment by check, however, it was refused by his bank. According to the last update, the player was in contact with his bank, trying to solve the issue with the check. It is so far unknown whether the player received his winning or not.
Show 1 similiar complaints with 61 black points in total
(6 for this casino)
Delayed payment, likely paid
Black points: 60
(6 for this casino)
Slow payments. The player claimed his last withdrawal from a month ago took 2 weeks to be approved and still hasn’t been paid out.
The player claimed an amount of more than $2000. He had several unpaid requests pending on his account, which have already been approved. He complained that he had to wait weeks or even months for his withdrawals. The casino replied to his complaint and informed him about his next incoming payment. The player provided a chat transcript with the casino support confirming sending money to the processor. No reply from the player about the actual status so far, he has probably received the money.
Misunderstanding – credit card used for the deposit had expired, there were issues with approving a new card to get the withdrawal processed.
Player had issues with getting his withdrawal approved because there was a misunderstanding concerning his credit cards. He made a deposit using one credit card, which had expired since depositing the money. The player sent a new credit card details to the casino for verification, so that he could receive his winning. The casino assigned this to their fraud department. Finally, the casino informed about working on this issue in cooperation with the player. The winning should be paid out soon or have been already paid out.
Show 1 similiar complaints with 0 black points in total
Complaints about related Slots Garden Casino (Unspecified relation)
No reaction policy, passive regulator
Black points: 100
(10 for this casino)
The player's account was closed while their withdrawal request was still pending.
The player's account had been closed while their withdrawal request of $100 was still pending. There is no further information available and the complaint remains unresolved.
The player didn't receive their winnings of $2,000 which had been approved for over a month after the request. The casino became irresponsive to the mediator and the player. No other information is available ever since then and the complaint was left unresolved.
The player requested a withdrawal but it had been delayed for a while and the casino presented the player with different excuses whenever they asked for an update. There is no information available on whether the player received their winnings or not. The complaint remains unresolved.
Complaints about related Planet 7 Casino (Unspecified relation)
Uncertain case, passive regulator
Black points: 3000
(300 for this casino)
The player had his withdrawal denied and his funds were seized, too, without an explanation from the casino. Uncertain case.
The player, Quentin89, complained that after he made a withdrawal request, it was denied and all funds were seized from his account. Player didn't understand why and contacted the casino but received no explanation. Finally, a higher casino mediator replied to his complaint and it has probably been resolved. There is no update available at this time.
Long verification process without getting any answers from the casino.
The player, Matt1214, made a request for withdrawal, sent over the necessary documentation for verification several times, but got no confirmation from the casino. On one occasion, they canceled some of his winnings for a reason of not playing according to the rules. The player asked for an explanation, but none was given. No reaction from the casino, no more update.
The player had a totalling of $23,314 in withdrawals but the payment installments were delayed for no reason.
The player had withdrawals totaling $23,314 and they received most of them in payment installments and closed this complaint. About two months later, the things turned around when there was still $5,250 unaccounted for. Tawni didn't respond to this reopened case and all. But we believe that the player received the rest of their money.
The player's three withdrawals were delayed for at least a month.
The player requested three withdrawals in the total amount of $3,900 and didn't receive either one of them even though they were all approved. There is no further information.
Long withdrawal process due to a software issue ending with an account closure.
The player complained that after he had won and was about to request a withdrawal, the casino software was unresponsive. He was told to wait a few minutes but when he logged back into his account, it was closed. The player had issues with affiliate casinos before and was not happy with the way the Canadian casinos treat their players. Casino replied without any resolution offered to the player. No more update from the player.
After an approved and processed withdrawal request, the player didn't receive their winning.
The player had their first withdrawal request approved in October, but ever since then, they were unable to get any accurate information on the withdrawal. They were told that they would receive a tracking number of their payment two weeks prior they filled a complaint. The casino claimed a check was sent to them in December, however, in January they still didn't receive anything. No more update since. Player has probably been paid.
Show 5 similiar complaints with 1,569 black points in total
(154 for this casino)
Delayed payment, status unknown
Black points: 420
(42 for this casino)
Complicated and delayed withdrawal process. The casino didn't respond.
This player requested a withdrawal of $12,000 but received only $5,000 thanks to the complaint at a different mediator's website. She was still missing the rest of her winnings and wrote another complaint to seek help in resolving this issue. Unfortunately, the casino never responded to her new complaint and it stayed unresolved.
The player requested a withdrawal of $1,950 but it was delayed. The casino kept on promising them that they would receive it soon, but they didn't. The complaint remained unresolved.
Complicated and delayed withdrawal and account verification processes.
The player requested a withdrawal and sent all the documents needed for the account verification multiple times. They were told that their withdrawal had been approved and would arrive soon, but that didn't happen. No further details are available.
Player received only a partial amount of their deposits back. The casino stopped communicating with them.
The player found out that the upper management has decided to close all of her accounts she had opened at the casino's sister sites. They also found out that they would receive all their deposit funds back, which was around $11,000 - $12,000. Soon after their decision, the player received approximately $4,000 but that was the last time she heard of them. No more information is available.
The player tried to receive their winnings but the casino wouldn't accept their bank for payout but asked if their bank would accept international checks and they said they would. In the end, the complaint remained unresolved.
Delayed withdrawal process. The casino stopped responding to the player.
After the player requested a withdrawal and passed their account verification, they were asked to contact the casino via live chat to finalize it. But there had been one problem because the casino had blocked them from the live chat and stopped responding to their emails and phone calls as well. Ever since then, there had been no further information on whether the player received their money or not.
The player passed their account verification but the casino wouldn't allow them to withdraw their funds. No other information is available after that and the complaint remains unsolved.
The player won the Jackpot of $20,000 and requested a withdrawal.
After five weeks of waiting, the player received their first payment installment. Soon after that, the complaint was closed at that point. About a month later, the player came back because they were still missing the last payment of $2,500 that was never processed or confirmed. The casino didn't respond to the player's reopening of the complaint at all. We believe it was just delayed and the player received all the money.
The player got no reply from the casino after he requested withdrawal and sent the necessary documentation.
The player, Spoon2001, complained about the lack of information he received from the casino. He made a withdrawal request, sent over the necessary documents via fax and email and ever since that, he hasn't heard from the casino again. He has been waiting for his winning for over a month. No reply from the casino, no more update available.
Long withdrawal process, still no update from the casino after one month.
The player, Costa, was complaining that after his withdrawal request had been approved, he still didn't receive any payment one month later. The casino customer support didn't provide any answers. No reply from the casino, no more update.
The player was waiting for the last payment to arrive.
The player received all of their payment installments, but one. The casino responded that the last payment was approved and sent, but it wasn't received by the player. There is no further information available.
The player's winning was approved for withdrawal, but one month later and they still were waiting for the payment. There is no further update available.
Long withdrawal processing - the player was waiting for over a month, no news from the casino.
The player, Godmatik, quoted the casino's terms and conditions where it stated 3 days for approval, 7 days for payment to be sent. However, one month after the player submitted his withdrawal request, he still hasn't received any confirmation of approval. No reaction from the casino, no more update from the player.
The player was accused of multiple account holdings.
This player had requested four withdrawal which of two were already approved and the remaining two were still pending and they still didn't receive their money. The casino claimed that they found out that there were several accounts associated with the player's account's IP address. They also said that they tried to contact the player multiple times via email but never received any response from the player. The player said all their accusations were false. The complaint remains unresolved.
The player was having issues with the verification because he was getting a new driving license.
The player was waiting for his payment but it couldn't be verified because of the missing documents. The player was in the process of obtaining a new driving license and the whole process would take up to four months.
The player provided a wrong account number and because of that, the payment was delayed.
The casino wouldn't issue another payment order until the wrong payment bounced back to the casino, meaning the usual 1-2 months would be extended by another few months. There have been no further updates about this case since then but we assume that the player has been paid in the end.
The player had problems with receiving their money, changed the payment method after which part of the payment was missing.
The player received $17,00 in check but it wouldn't clear and their bank account was closed and investigated because of fraudulent activity. Casino accommodated the player with an alternative way of payment after this incident. The player received $1,000 but they were still missing the last $700. There is no further update ever since.
Show 18 similiar complaints with 1,349 black points in total
(125 for this casino)
Delayed payment, likely paid
Black points: 60
(6 for this casino)
The player was complaining about not being able to get his winning approved even though he had sent the documents for verification approximately seven times.
The player couldn't understand why the casino didn't receive the documents he had sent many times. Casino representative replied that she would check on this issue. There was no more update since and we believe that the player was probably paid.
Extremely long withdrawal processing. The player is complaining about huge delays in payments.
The player complained that he was told that he would receive multiple small payments within several months. Being a VIP member, he felt that he had been mistreated by the casino. The casino replied that the payments would come soon. There is no update since and the player had probably been paid.
The winning was sent to the player via check but it was not eligible to be cashed out.
The player complained that after she received a check from the casino and deposited it into her bank account, it was not possible to cash it. The bank said that the accounts on the check to be debited from were nonexisting. The casino replied by giving the player contact information to Escalations Manager. No more update since. Player has probably been paid.
The player had been waiting for their winning for almost a year.
The player was waiting for his approved withdrawals when suddenly the status of the payments was set to 'paid'. Player contacted the casino about this mistake on many occasions. Casino replied after the player made this complaint. No update since.
An extremely delayed payment which the player had waited for months and the casino wouldn't reply at all.
The player said he'd been waiting for his payments for months, contacted the casino for an update but got into a voicemail at each attempt. After he made this complaint, the casino proceeded and the player received two checks. He was supposed to receive next check, but there was no more update since. We believe that the player had probably been paid.
Delayed payment. Player had been waiting for the payment for months, things started to move after he made a complaint.
The player stated that he had been waiting for his winning for months. He had been contacting the casino via phone and they were never available to speak to him. Finally, he filed a complaint online and received a reply from the casino about his payment being processed. No update since and the player has probably been paid.
Extremely long withdrawal process. Player had been waiting to receive his winning for a long time.
The player stated that his withdrawal was approved at the end of November 2016 and was promised to receive the winning before Christmas. However, in mid-January of 2017, he still didn't receive anything. We believe that the player had probably been paid.
Extremely long withdrawal process. The player complained about not getting any of his winnings.
The player used to be a VIP member and had the first withdrawal approved in November 2016 and the second one in December 2016. However, in January 2017, he still hasn't received anything and the casino support was not helpful to him either. There was no reaction from the casino, no more update, the player has probably been paid.
Extremely long withdrawal processing of a smaller amount.
The player complained about a late payment of his winning. About a one month after the player requested a withdrawal, they were approved but still hasn't received anything. The casino reacted to the complaint but there is no more update since then and the player has probably been paid.
The player sent requested documents several times and almost two months later he was told one document was still missing.
The player complained about casino not processing the documents he sent for the verification. Later on, the casino's representative told him his withdrawal was being processed, but the player received an email from the casino saying that there was still one document missing. The player had sent it a long time ago. No more update since then, the player has probably been paid.
The player was unhappy because of the long withdrawal process of over two months.
Chris requested a few withdrawals. The casino mediator replied and reassured him some of the payments were sent out. There is no further update available.
The player complained about not receiving his approved payments. The casino contacted him for further information about the withdrawal payment method, a casino mediator reassured him the payment was processed and would be received soon. At the last update, the player has still been waiting for the payment, no more update since then, the player has probably been paid.
The player complained about not receiving his payment one month after he submitted a request. The casino told him a check would be sent out soon. There is no more update from the player since then, he has probably been paid.
Long withdrawal process where the player has been waiting for the payment for over 3 months. His account was terminated, the issue got resolved.
The player complained about a payment request that was approved almost 4 months ago and still wasn't being transferred. To add more, his account was closed for no reason given by the casino. Finally, the casino mediator replied and had a look at this issue, the player has probably been paid.
Long withdrawal process, the player was waiting for his payment for over a month.
The player was complaining that after a withdrawal request was approved, their winning should've been received within 7-10 business days. When no money arrived, the player tried to contact the casino, but they didn't respond to such a request. There is no further information available.
Long withdrawal process, the player was waiting for his payment for over a month.
The player complained about very long withdrawal process experience. He said this was the second time he had a delayed payment and was asking others if it happened to them too. We believe the payment was received.
Long withdrawal process. The casino said it was a bank issue and asked the player to open a new bank account.
The player is complained about not receiving his winning. The casino says they kept sending it but it was being withheld by the bank. The player asked for checks instead of wire transfer but the casino said check would be withheld too and asked the player to open a bank account in a different bank, which player refuses to do. No reaction from the casino, no more update from the player, the player has probably been paid.
The player received a check with his winning but it got refused by the bank.
The player was complaining that he did receive a check with his winning but his bank marked this check as fraudulent and none of the player's three banks met the casino's wire transfer rules. Casino's representative replied that she would look into this. No more update from the player who we believe has probably been paid.
Delayed payment for over six weeks due to a withdrawal process.
The player was complaining that despite him being a VIP member, his payment was purposely delayed. When he asked the casino representative what happened, as he had complained before, he only got a vague reply. There is no further information available.
Long withdrawal process, the player had been waiting for their winning for over three months.
The player was complaining because, despite a withdrawal request being approved, the payment was not transferred three months later. In the end, the casino replied that the payment was sent for transfer. The player asked the casino for a proof but wasn't given any. Since there were no new updates from the player, we think that they were paid in the end.
The player was complaining that despite he followed all the rules and processes as required, he couldn't get any information from the casino about the expected time of his money transfer. In the end, the player received his money the following month, but there were some issues with the bank accepting the check. No more update ever since then and since the player received the 1st check, he has probably been paid the rest of the winning.
Long withdrawal process. The player complained about the casino not replying to him at all.
The player was complaining about casino not reacting to his demands for information about his payment process. Finally, he received a check and he got a reply from the casino's representative about expedited money transfer and explanation why U.S. processing took so long. A player experienced issues with the funds' transfer and some payment methods were refused for payment in the US. There is no update ever since then but we believe that the player has probably been paid.
Long withdrawal processing and the player complained about huge delays in payment processing.
The player was complaining about very long withdrawal processing and a constant prolongation of the process. Finally, he got a reply saying that the casino had tried to transfer money to his account but it was rejected by the bank. In the end, he found a transfer solution with the casino mediator. No update since then is available and the player has probably been paid.
Very long withdrawal process where the player felt that nothing was being done until they filled a complaint.
The player was complaining about being promised to receive their winning but they still haven't received anything. The casino kept on communicating with the player and promised their payment would arrive, slowly, but surely. At the last update, they were still waiting for their last payment. Player has probably been paid in full.
The player received their 1st payment but four others had been extremely delayed.
The player confirmed receiving of the first payment and complaint was closed. Unfortunately, he had to reopen it one month later because there was a problem with the first two checks. The other checks were good to go. There is no definitive information about when it was delivered to the player. There is no further information available.
The player was waiting for the last payment for a while.
The player's account was closed and his deposits were refunded. The player received partial refund and was waiting for the last payment but it was seriously delayed and the case remains unresolved.
The player canceled their withdrawal and decided to close the account.
The player requested a withdrawal but wasn't happy with the waiting time so decided to cancel the withdrawal and wanted to close their account, with a refund. The casino confirmed that the payment was sent but it wasn't received by the player. There is no further update available.
Extremely long withdrawal process for no reason given.
The player complained that their withdrawal was approved but they still haven’t received anything. The casino support didn't reply to their calls nor emails. Finally, they were promised by a casino representative to receive a tracking number for the payment but a week later they still didn't have it. No more update ever since then and the player has probably been paid.
Extremely long verification and withdrawal process. The casino kept giving the player fake promises, apologies, and excuses.
The player complained that he had made 3 withdrawal requests, first in October, but in December he still had no information about the casino approving any of his withdrawals. He had sent required documents several times, still, he had no statement from the casino. We believe that the player has probably been paid.
The player was promised to receive his winning in thirty days but that didn’t happen.
The player complained about not receiving any confirmation about the money transfer even though the withdrawal was approved. After filing a complaint, she received an email confirmation from the casino's finance department about a check being processed. No update since then is available but we believe the player has probably been paid.
The player's 1st and 2nd withdrawal method were declined by the bank and due to that, the payment was delayed.
The player requested a withdrawal. After few weeks following this complaint, casino informed the player that he won't be receiving money via bank wire or check because his bank refused both. The casino accommodated the player with money gram payment method with five payments, of which only two out of them were received. The player was updating complaint thread daily but stopped just after the player received first two payments. There is no further information available.
The player requested a withdrawal but for a long time, the casino had difficulties with the processing and refused to use an alternative method of funds transfer. The casino was unresponsive.
The player requested a withdrawal and sent his documents for verification. Four months later, he still didn't get any response and he was still waiting for a cashout.
The player provided documents for verification in order to have her winnings transferred via bank transfer. However, even though she successfully passed the verification check no one contacted her as was promised and the money was back to her casino account as a withdrawable amount. The casino support told her she needed to make a new request and send documents for verification again.
Complaints about related Silver Oak Casino (Unspecified relation)
Insufficient evidence from casino
Black points: 2500
(250 for this casino)
The player won a big jackpot but his winning was confiscated due to broken terms and conditions.
The big winning of $50,000 was canceled due to the fact that the player's brother was also playing in the casino with the same phone number. The casino pointed out a rule where the player should have had only one real money account and accused a player of a fraud. We believe that this complaint could be closed in favor of the casino if the casino would have provided any evidence. With no new evidence, the case remains unresolved.
The player won a jackpot, casino refused to pay them the full amount.
After the player hit the jackpot and accumulated some winning, he requested a withdrawal. The casino refused to pay him full amount and wanted to pay him only $100 because the jackpot came from a free chip money where winnings were limited to $100. The player disagreed and stated that before casino confirmed his winnings and now just tried to find a way how to not pay the big winning. The casino failed to provide some evidence about the case.
Show 1 similiar complaints with 539 black points in total
(53 for this casino)
Uncertain case, passive regulator
Black points: 304
(30 for this casino)
The player received a partial amount of the deposit money, but the rest was still unpaid.
A player (from a restricted country) by his words dealt with a casino that they would return their deposits. The first payout was paid without a problem but the next payout didn't arrive and casino never replied to the complaint nor to the player directly. The case remains unresolved.
Lady from the US wanted to withdraw her winning but her account was suspended.
A player's withdrawal was divided into several payments when suddenly she was not able to log in. After she claimed a complaint against the casino she got an answer from the casino that her account was audited. New information is missing and no more evidence was published.
Show 1 similiar complaints with 123 black points in total
(12 for this casino)
Delayed payment, likely paid
Black points: 60
(6 for this casino)
A player from United States complaints about extremely long withdrawal processing.
The player waited for one and a half month to receive the first payment. Rest of the payments were supposed to be on the way and the first payout arrived, and that is why we assume the rest of them was paid too.
Another case of extremely long withdrawal processing.
In this case, the player complained that the withdrawal took way much longer than 7 business days. We knew that this casino was well known for extremely slow withdrawals (sometimes 2+ months). We believe that in this case, the player started to be nervous too soon and the money was paid out.
The player was disappointed with the withdrawal process and after they submitted a complaint against the casino, the casino's representative promised them a fast payout. We believed that the player did receive the money and the case was resolved.
The player claims that she didn't receive her winning from the year of 2012.
The player, Kiretta70, requested a withdrawal but it kept being sent back to her player's account every time she requested it. She contacted the casino about this issue for about twenty-one times with no resolution. The casino claimed that she was paid her winning back in 2012 and didn't provide any further information about this case.
Extremely long withdrawal process with miscommunication between the player and the casino.
The casino owed the player their winning for over six months. The player complained about this casino for the second time in a row. The casino started to pay the player in payment installments but stopped after two months. The customer support informed the player that the Bank of Montreal refused to accept the wire transfer and they tried to contact the player, but the player didn't answer. The casino advised the player to contact their VIP manager, but the player didn't respond again. The case remains unresolved.
A problematic payout of the big amount requested for withdrawal.
The player won $30,000 which started to being paid in payment installments and charged a processing fee of $40. The player submitted a complaint and the casino promised to continue paying the regular $2,500 payments each month and charge nothing. We believed that both sides found a solution and the case was resolved.
Show 5 similiar complaints with 99 black points in total
(9 for this casino)
Delayed payment, status unknown
Black points: 120
(12 for this casino)
Delayed payment with unknown status.
The player complained that their withdrawal was delayed for more than one month. Nobody responded to this complaint and we do not know if the player received the money or not.
The player's withdrawal was declined due to the fact of bonus terms and conditions being breached.
The casino didn't approve the withdrawal of $600 for the player who based on the casino used the mixed money, real and virtual. Eventually, the casino representative informed a player that in this case, they decided to make an exemption and all the money would be paid in full. Because there were no more complaints posted from the player or the casino, we believed that the player received the money.
The player joined the casino from a restricted country based on wrong marketing e-mail that they received.
The player was offered a free chip, won, and tried to withdraw $1,500 (free chip is limited to $100 withdrawal). Only then the support team realized that the player came from a restricted country and they couldn't receive their winning. All bonus winnings were seized and the account was closed. This case remains unresolved.
Complaints about related Slot Madness Casino (Unspecified relation)
Delayed payment, status unknown
Black points: 1000
(100 for this casino)
Extremely delayed withdrawal process.
The player requested a withdrawal and sent the documents for their account verification to the casino about 10 times and still haven't received the money. No other information is available. The complaint remains unsolved.
The player had waited for withdrawal for more than 5 months and ever since then, they won 5 more times wasn't allowed to request another withdrawal because their 1st request was still pending. The casino was not responding to this complaint. This payment is with unknown status as we didn't hear any explanation from the casino.
The player's account verification and withdrawal process got delayed. Later on, the casino accused the player of multiple account holdings without any evidence to prove it.
This player requested a withdrawal and sent all the documents for verification but one, their credit card statement because they couldn't find the card. Later on, they found the credit card and resent all of the documents about five more times. After that, the casino accused the player of multiple account holdings but they never provided any evidence. No other update ever since then is available.
The casino accused the player of having duplicate accounts. No evidence was given from the casino's side.
After accusing the player of having duplicate accounts, the casino was not able to provide any evidence. The player had been waiting for 4 months for his payment of 200 USD but after placing an official complaint, the casino closed his account. An official statement from the casino said the player had a duplicate account. Unfortunately, we have not heard from the casino since then.
Show 1 similiar complaints with 150 black points in total
(15 for this casino)
Uncertain case, passive regulator
Black points: 85
(8 for this casino)
Extremely delayed payment.
Very long withdrawal process after already approved withdrawal request of only 451 dollars. The waiting time was almost 4 months. The casino confirmed they would send the payment. No confirmation of receiving the money from the player's side.
After a withdrawal request, the account was closed.
After a withdrawal request of 1449 USD, the casino closed the player's account due to the audit of his account but after that, no response came. This case is uncertain and it's hard to decide on who's wrong or right.
Withdrawal was approved but the payment got delayed.
The casino had been prolonging the verification process, after the ID they asked for the passport, after giving them the passport the player was still waiting for the payment for an extremely long time. Every time during the live chat, the player was asked to email his documents all over again but this time to different email addresses. No response came to an official complaint.
A polite complaint was made by the player, who had waited for a long time already for their requested withdrawal. The casino confirmed the player's winnings and said it was just taking more time than usual but it was going to be approved soon. No response from the player whether he received the money, but we consider this payment as likely paid.
Waiting for a second withdrawal was extremely long, no reason was given by the casino.
The casino paid some of the player's winnings but not all of them. The player said he had received only 7 456$ out of 16 026$ in total. The obtained money came in five transfers. He placed an official complaint regarding the remaining 8 570 USD. Casino wrote 3 different emails asking for all the evidence for verification. Some of the email addresses were unable to reach. We consider this as unprofessional. Since then, the player did not get an answer and in the end, the casino wrote they were unable to locate the player's account.
Long verification and withdrawal process. The player was promised to receive the winnings via check but never confirmed whether they received it or not.
The player's account verification took more than 2 months. In the official complaint, the casino said that the player would get a check. The final response from the player was missing so we are not sure if the payment was paid or not. We consider this as likely paid but delayed payout.
Show 5 similiar complaints with 94 black points in total
(9 for this casino)
Complaints about related Raging Bull Slots Casino (Unspecified weak relation)
Insufficient evidence from casino
Black points: 1596
(47 for this casino)
Super complicated complaint. Player was accused of breaching bonus terms, but the casino did not show proper evidence.
Some money was sent to the player (around $1700). Casino representative told to the player that he should not had placed a complaint as she was helping him out. Later they informed the player that the money he had received was not meant for him. He was accused of breaching bonus terms. He played blackjack before completing the wagering requirements. This came after a month of waiting even though he was ensured multiple times he would receive his winnings. No evidence from the casino. Really strange and unprofessional communication. Accused of breaching terms without any evidence but the player was told to wait for his deposit refund.
The player waited for his payment and was unable to get any answer from the casino. He placed an official complaint, still no reaction from the casino's side.
The casino did not answer any of the players' emails. They only asked for identification documents again. The payment has an unknown status.
The player had 2 pending withdrawals and had been waiting over a month. Unable to get any information regarding these payments.
Many requests were declined in this time period in March 2017, the player constantly got disconnected while trying to contact the live support. No clue if he ever got paid or not.
Delayed payment, even worse because the player was not able to get any reaction from the casino.
The player tried to reach a representative through phone and email every day, he got frustrated because he was unable to get any updates. We have no clue if the player got paid or not.
The player complained they had been waiting for the withdrawal request to be transferred to their bank account for months. They said the withdrawal had the status of 'processed' but the live chat kept reassuring them their money would be transferred soon but so far, they didn't receive anything. In the end, the player was not allowed to log in to their casino account. No reaction from the casino, no more update ever since.
15 days after a withdrawal request the player got an email saying it had been declined without a reason. Later he got different answers from the support.
2 months later the player still did not get his winnings. He was told that a manager would call him soon but no one tried to reach him. Uncertain case and unprofessional comunication from the casino's side.
Unfortunately, in February 2017, there were so many delayed payments that this one was one from a lot of delays and had unknown status, we could not tell if it was paid or not.
Dianna complained about not receiving the payment.
She mentioned also unclear bonus conditions, which were not stated in the offer. However, this was hard to prove backwards. She showed email from the casino confirming a processed payment, in her last post she claimed not receiving the payment.
The player was unable to get any information regarding his delayed payment.
The player had 2 pending withdrawals, both in the amount of $500. The player just received an email saying his request had been declined, no reason given.
The player was waiting to be paid and was unable to get any reasonable response from the support.
From this insufficient communication from the casino's side, the player was one of many frustrated customers. Withdrawal stayed requested and we do not know the outcome of this case.
Complaints about related Dreams Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 576
(17 for this casino)
The player was promised a refund of her deposit but lost her winning due to an honest mistake.
The player, Ellen, was accused of having a duplicate account. She had totally forgotten having an account opened 9 years ago in a casino called Cirkus casino. The player found herself totally innocent in this. The customer support promised her a deposit refund, but she wasn't sure whether she would ever receive the money as she had already been waiting for a long time. The casino stated that Ellen would receive this refund, they just couldn't state when it would happen. The casino said the third party processing used in this case took longer and there was nothing they could do to speed up the process. There is no further information available.
Verification documents repeatedly not accepted, irresponsive casino.
The player complained about having submitted the documents for account verification repeatedly but the casino never acknowledged their reception. The casino stayed unresponsive to mediation attempts as well. No further attempts since then.
The account was closed for a valid reason with evidence showed by the casino.
This player’s inconvenience started because of her name change after getting married. The casino claimed the player had threatened to do chargebacks on her deposits, which was why her account was closed. We think this is a valid reason for an account closure. The casino offered to refund the player’s deposits, however, it took too long. We have no information whether the deposits have been refunded or not.
Three withdrawal requests are pending for more than 6 months. The player provided a questionable evidence.
The player provided screenshots of the pending withdrawals, however, it was hard to prove whether they were real or not because there were only numbers and no casino logo. Unfortunately, the casino never replied to this complaint and did not give any statement. It remained unresolved.
Show 1 similiar complaints with 60 black points in total
(1 for this casino)
No reaction, passive regulator
Black points: 62
(1 for this casino)
Very long withdrawal process where the casino stopped responding to the player completely.
The player requested a withdrawal but still didn't receive it. They tried to contact the casino but that didn't help. The casino never responded to the complaint and it stayed unresolved.
The player's winnings were received but shortened of $650 altogether.
Daniel requested few withdrawals and sent in requested documents for verification and didn't receive any reply nor the money from the casino. This was his second attempt to withdraw his winnings. The casino's representative informed him via complaint that they were missing Daniel's preferred payment method, which he provided right away. Soon after he provided this information, the withdrawals started coming into his account one after another. That would have been a great thing if they weren't shortened, every single one of them. Daniel asked the representative via complaint why did it happened but didn't receive any explanation at all. There is no further information available.
Player requested a withdrawal but didn't receive the winnings in full. Her winnings from the lottery drawing were completely ignored by the casino.
Mary deposited $50, accepted a bonus and won $300 which she requested for a withdrawal. This request was delayed but Mary received the winnings at last, but not in full. The casino paid her only $100 and said it was due to the bonus rule which had the maximum withdrawable limit set to 2 x the deposit amount. Mary claimed she also received an email from that she had won a lottery drawing of $200 but the casino ignored this and never even mentioned it in the complaint. This case is uncertain and complicated, still open and unresolved.
Show 1 similiar complaints with 5 black points in total
(1 for this casino)
Complaints about related Palace of Chance Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 162
(4 for this casino)
The player had 4 pending payouts and the customer support was not helpful. No answer for over 2 months.
After not receiving any answer regarding his already approved withdrawal requests, the player placed an official third-party complaint. The casino never responded, therefore we couldn’t decide what exactly happened and why the payments were delayed. Unfortunately, the player received only an automatic response for every inquiry claiming that they would answer within 5 days, but they never did. We understand this can be frustrating for the player. The current status is unknown.
Delayed payment, the casino was not responding to emails from the player.
The player placed a complaint after not receiving his money for a month. The casino was not replying to his emails. There was no reaction even after complaining publicly. It’s uncertain whether the player received his money or not.
Player was waiting for his winnings for over 4 months. The casino closed his account.
The player's account was closed while waiting for a requested withdrawal from which a part of the winnings ($630 out of $1200) had been approved, but no money came to the player’s account. The casino never reacted to this complaint, so it’s hard to decide whether the payment came or not, as well as whether the casino had a valid reason to close the account. We consider this case uncertain.
Show 2 similiar complaints with 192 black points in total
(5 for this casino)
Delayed payment, likely paid
Black points: 60
(1 for this casino)
Two withdrawal requests approved after a week, but the payment was delayed.
The player complained publicly because of delayed payment. The casino answered that if the player had a pending payment from a sister casino, they couldn't process the second payment due to a processing limitation. The casino stated they planned to pay out the player’s winnings, so we consider this payment as delayed but likely paid.
The player was unable to cash a check he had received from the casino. The casino claimed the check was OK and advised the player to ask his bank authority.
In this case, it's really hard to prove who was right and who did something wrong. It was likely that the casino had the intention to pay out the money, but there was some issue with the bank or the check. Uncertain case.
The player's account had been already verified when they requested a withdrawal so they thought it would arrive at their account soon. Unfortunately, that didn't happen and the payout was delayed due to an unknown reason. When the player asked the casino for an update, they would respond that they had to wait a few more days. Later on, the casino claimed that the payout was sent to the player but they never confirmed it. We believe that the player was likely paid, but the complaint remains unresolved.
Long verification process, money not received even 4 months after the casino had claimed it was on the way.
It was obvious that the player had the right to receive their winnings. The casino claimed that the verification process could take up to 15 business days but later on, they told the player that the payment approval could take up to 10 business days. Even though the payout process was taking too long, the casino reassured the player that he would get his money. After a few months, it was still not clear whether the player received his winnings or not. This is an uncertain case and unfortunately, it’s not even clear how much money was in question.
Delayed payment, the player complained about not receiving a tracking number.
The player was unsatisfied because he had no information about when the casino planned to process his payment. He was arguing he had not received any tracking number and wanted to get more information about his money. The casino officially answered that the tracking number had been emailed to the player. No further information is available.
Show 4 similiar complaints with 60 black points in total
(1 for this casino)
Failed self-exclusion
Black points: 36
(1 for this casino)
The casino failed to self-exclude the player and they were able to make more deposits and lose more money.
The player asked to get self-excluded from the casino and they did acknowledge their request via email. But about two weeks after that, they were able to make 3 additional deposits and lose more money. There is no further information available.
Casino refused to pay out the player's winnings due to a chargeback.
The player did a chargeback on their account but reversed it and the casino promised to help them to resolve that issue. Later on, in the complaint, the casino claimed that they've done everything and considered this case ruled in their favor and refused to discuss it any further. No other information is available.
Complaints about related Grand Fortune Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 2150
(63 for this casino)
Extremely long withdrawal process.
This player's withdrawal had been delayed without an explanation or a reason for a long time. There is no update available but the complaint remains unsolved.
Casino responded that they would look into this complaint but there wasn't a second reply from the casino. Based on this we couldn't be sure how it ended, whether player had been verified or his claim had been rejected.
Player complained that his withdrawal request was rejected. He didn't understand why because he sent to the casino the same documents for verification that he was always sending to other similar casinos and the documents were always accepted. Then the casino told him they could send the money transfer to his bank account but they kept changing the information about the expected time frame. No reaction from the casino, no more update since then.
This complaint is consistent with this players' customs within this group. He got paid in previous complaints @ Raging Bull casino after the usual delay.
Casino asked for a phone verification, the next day they asked for it again.
Player confirmed that he got verified via a phone call, but to his surprise, when he made inquiry about his withdrawal status, he was asked once again for the verification documents. No further information on this case.
Account linked to ex-wife household, winnings canceled.
Player complained he won some money but after he asked for a withdrawal the casino refused to pay the winning because the player's ex-wife was a member. The casino told to the player they would pay him half of the winnings as a gesture of a good will and ban the ex-wife from the site. However, later the two players accounts were linked together and again the payout was refused, no more update since then, no reply.
Show 2 similiar complaints with 48 black points in total
(2 for this casino)
No reaction, passive regulator
Black points: 100
(2 for this casino)
Player didn't receive payment, but he was not from a targetted country.
Player was listed as playing from UK, and as such he couldn't play with any free money bonus. Player's withdrawal request was denied, but there was no further information as to why, the promised contact by the finance department never came and the player's attempt for a contact via the live chat was terminated from the casino's side.
Complaints about related Prism Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 355
(10 for this casino)
The multiple withdrawals were still not paid after a period of six months and the responses from the casino were not helpful at all.
The casino representative reacted to the player’s public complaint, however, the responses were not very helpful. The representative claimed the situation was complicated because of the number of the payments, there were six of them. From the four responses from the casino, neither one provided a relevant reason or resolution to this complaint. Therefore, it remained unresolved.
The player's payout was approved but he still didn't receive it.
Three months after the player's payout was approved, the player still had not received their check and had no information regarding whether the casino planned to pay out their winning or not. The casino never responded to the complaint and it’s hard to say if it was paid. The player hasn’t complained again, so we consider this delayed payment to be paid out.
The player's payment was extremely delayed while the casino stopped communicating with them.
After the player complained publicly, the casino used its no reaction policy against them, and therefore, it’s hard to say if he got paid or not. The case remains unresolved.
The player had a few delayed withdrawal requests when the casino responded to her complaint. They started to sending her the winnings but we're not sure if she received all of them because the complaint remained unresolved.
Delayed payment to the player from the USA and the casino used the payment processor as an excuse.
In this case, the casino was in touch with the player and communicated the whole time, regarding this payment. We consider this delayed payment most likely paid. However, the player complained about receiving only $200 from the total withdrawal of $1400. The reason for this was unclear and there was no further information from the player nor the casino, so the outcome of this situation is unclear.
Slow jackpot cashout with very low monthly payment installments.
The player expected to be paid at least $5000 every other week after hitting a large jackpot. His complaint said it was $2500 every other week at first, then the casino lowered it to $1250 and the payments were often longer apart (monthly). The player was understandably not satisfied, as it would take more than a year for him to be fully paid. Moreover, the player couldn’t be sure the individual payments would come on time. The complaint remained unresolved.
Show 4 similiar complaints with 118 black points in total
(3 for this casino)
Uncertain case, passive regulator
Black points: 126
(3 for this casino)
The casino took the player's winnings and closed her account without an explanation.
The player, Fungirl911, requested two withdrawals which she still hasn't received. All her documents that she sent for verification were approved so she didn't understand why the casino closed her account. There is no further update on this case since the casino never responded to her complaint.
The player was accused of breaking the bonus rules. The casino tried to contact them via phone to resolve the issue but wasn't able to do so.
The player was accused of braking bonus rules by playing different games that were allowed and the casino refused to pay them their winnings. The player claimed that some games were blocked for them and later on, they were able to play them so they thought they had fulfilled the wagering requirements. The casino then tried to resolve the complaint but they were not able to contact the player via phone. There is no further update available ever since.
Show 1 similiar complaints with 0 black points in total
Complaints about related Wild Vegas Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 60
(1 for this casino)
The player was waiting for a payment for more than 60 days, no response from the casino.
The player requested a withdrawal in September. In December he was still waiting for the casino’s response. No one contacted him, the casino was simply ignoring his complaint. In this case, we have no clue whether the player has a chance to get his winnings or not.
Another complaint about having had to wait for a payment for 60 days
The casino responded and the payment was approved, the player would get the payment soon. After this, we didn't hear from the player about confirming that he had received it. We consider this payment likely to have been paid.
The player 'charrold87' asked the casino operator for a self-exclusion, but his request had not been carried out and the player was still able to use the service. The casino decided not to cooperate in order to resolve the player's public complaint and there were no further updates since then.
Complaints about related Slots of Vegas Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 500
(14 for this casino)
Extremely long withdrawal process while the case had been under the investigation.
The player requested three withdrawals in the amount of $6,251 and sent the documents for verification. Later on, they were informed that the payment was on hold and the account is under the investigation. Almost three weeks passed and the case was still investigated without any update and remains unresolved.
Player requested two withdrawals that became delayed and later on, lost. The casino representative promised someone would look into this problem.
The player requested a withdrawal via express wire transfer and then they requested another one via regular wire transfer. They both became delayed and later on, lost. The casino representative told the player someone would look into the case but ever since then, no update was provided to them. The complaint remains unresolved.
Extremely long withdrawal process without a relevant reason.
The player requested a withdrawal of $4,500 but didn't receive the payment. After the player contacted the customer support, they told them to wait a few more days. When the casino replied to this complaint, they told the player that they would get back to them soon, but that never happened. The payment never came and the case remains unresolved.
Extremely long withdrawal process even though the account was already verified.
The player requested a withdrawal and the account was verified. The casino used the same rhetoric that they were missing the documents. The player said they sent them five times already and became angry because of the way that the casino responded. There is no final answer whether the player received the payment or not and the case is still unresolved.
Extremely delayed withdrawal process due to an unknown reason.
The player requested a withdrawal but it was delayed due to an unknown reason. There's no further information available on whether the player received her winnings or not. The complaint remained unsolved.
Show 4 similiar complaints with 767 black points in total
(21 for this casino)
Delayed payment, likely paid
Black points: 60
(1 for this casino)
The player received a bigger half of the amount requested but waited a long time for the rest of the money.
The player requested three payment withdrawals. Even though the withdrawal process took a long time, the player did receive a payment in the amount of $4,305 via wire transfer method. The player hoped to receive the rest of the winnings, too. There is no update on this case.
The player requested a withdrawal of $140. The customer support representatives told them on multiple occasions that they have sent the payment to them via three different payment methods, Neteller, bank wire and check. The player still didn't receive it. The case remains unresolved.
The player requested a withdrawal of $100 and sent all the needed documents for verification. They still haven't received the payment and this case is still unresolved.
The player experienced difficulties with the payout because of having only one payment method as an option for the withdrawal.
The player requested a withdrawal of $1,000 but the payment kept delaying. They provided the complaint with an email correspondence with the casino where they gave them just one choice of payment method. The player was unable to do that as they had no access to such a bank. The casino never gave a proper response to the complaint but the last message from the casino said they will do an exception and send the payment via bitcoin in 72 hours. We consider this likely paid.
Extremely long withdrawal process due to repeated requests of document for verification.
The player requested a withdrawal of $8,000 but the payment was delayed. When the player contacted the support team, he received different excuses every time. Five different agents ensured him that they received all the documents needed for verification but later on, he was asked to send them again. So he sent them for the sixth time and the finance team representative told him that he should receive his check that week. He would receive them in six payment installments. The case remains unresolved.
Extremely long withdrawal process while the player received a bigger half of the payout after quite some time and had waited to receive the rest of the money.
The player requested a withdrawal of $6,825 but the payment was extremely delayed. The support team emailed with the player back and forth about the documents for verification being received and then not being received. It was a very long process, but the player received a sum of $4,305 and was waiting to receive the rest of the money. There is no further response from the casino but we believe that the winnings were likely paid.
After a long withdrawal process, the player received smaller half of his payout. He has been waiting to receive the rest of the money.
The player, Stuart, requested five withdrawals. He had received two of them in the amounts of $286 and $550. The customer support told him to wait a little longer because they've changed the payment method from checks to wire transfer because they no longer are sending checks to the UK. The finance department kept checking on whether he had received the payment or not so we believe the winnings were likely paid. There is no update on this case.
The player requested a withdrawal, sent documents for their account verification but 10 weeks later, they still haven't received the winnings. The casino confirmed receiving the documents but another 6 weeks passed ever since then and still, no money arrived. No other update is available and the complaint remains unresolved.
Show 7 similiar complaints with 399 black points in total
(7 for this casino)
Uncertain case, passive regulator
Black points: 103
(3 for this casino)
The account was closed and the payment was put on hold due to the account being audited.
The player won $2,828 but didn't request a withdrawal because she planned on playing more games with her winning. Later on, when she tried to log into her account, it was blocked. After she contacted the support team, they informed her that her account had been audited and she'd be contacted as soon as it gets resolved. There is no further information on this case.
Player's funds were confiscated due to accusations of playing with mixed funds.
The casino removed almost $2,500 from the player's account claiming they played with mixed funds which they said wasn't true. They said the player used a $50 bonus chip back in 2015. The complaint remained unsolved.
Player was accused of accepting and playing with more than one bonus.
The player was denied of their bonus winnings because the casino claimed that they accepted and played with two bonuses. No update is available ever since.
Show 2 similiar complaints with 116 black points in total
(3 for this casino)
Against fair gambling codex
Black points: 3
(1 for this casino)
Player’s having difficulties withdrawing his winnings.
The player from Switzerland is struggling to withdraw his bonus winnings. We classified this as against fair gambling codex since the player was not able to withdraw winnings from NDB because of restricted country,
After a very long withdrawal process, the player received one withdrawal requested and had been waiting for the second one to hopefully arrive.
The player, Michelle from the USA, requested two withdrawals and a few months later, received the first one. She had waited and begged the casino to pay her on time as they promised, but the process took way much longer than expected. The casino sent Michelle an email about her receiving the last withdrawal in a few days. There is no update on whether Michelle did or didn't receive her second withdrawal.
Extremely delayed payments and some of them were paid in a different amount than expected.
The player made a few withdrawal requests and after a couple of months of waiting, received a payment of $4,980. The casino, later on, contacted the player and informed them that the next and last payment should've arrived soon. However, they received the previous payment with the delay, this one was likely to be paid with delay as well. There is no further update about this case.
Extremely long withdrawal process of multiple payments and so far only one of them was received.
The player requested multiple withdrawals and a couple of months later, received the first payment of $2,026 via FedEx delivery system. The player was waiting to receive the rest of their money but like the previous withdrawal process, this one could be very long too. There is no update if the player received the rest of the winning.
Delayed payout process where the player received all checks she requested but never confirmed if they cleared or not. Likely paid.
The player had 3 pending withdrawals in check form and they were all delayed. Later on, the player confirmed that she received all three checks but she never confirmed that they cleared. We believe that the player received her money at last.
Very long withdrawal process where the player received three of their four payments.
The player requested four withdrawals, checked with the casino if the verified documents were up to date, and was informed that everything was good to go. After not receiving the payment, the player contacted the customer support where they were asked to send documents for verification. After the player sent the documents, they couldn´t get an update on them. Later on, the player received three out of the four payments and waited for the last one to arrive. We believe that the winning was likely paid.
Delayed payment for over two months and the documents were sent for verification for about 10 times.
The player, Lynda from the UK, requested two withdrawals. She received an email from the casino that stated since she lived in the U.K. she would have to use a bank wire withdrawal which had been split into part Neteller, even though she was told that she couldn't have Neteller, and part Manager approval. When she asked what did the Manager Approval mean, she received no answer. Later on, she received an email that informed her about the bank wire transfer being sent to her. Unfortunately, no payments ever arrived. There is no further information on this case.
The player waited way too long for the payments to process and didn't agree about the extra charges for fees and chargebacks.
The player, Rita, requested a withdrawal of $10,000 that was split into four installment payments of $2,500. Shortly after the payments were approved, she received first two payments that were $651 short. They've already been deducted by $801 which was for the fee and bonus. Rita was also informed by her VIP manager that there would be more of chargebacks in the next payouts. Rita strongly disagreed and couldn't understand why would she be charged some fees again. There is no new information about this case.
The player was very frustrated due to an extremely long withdrawal process of his winning that was split into payment installments.
The player, Mr.Bossman, made a withdrawal request of $23,000. He was told by the casino that he'd be paid in payment installments of $2,500 every two weeks. The player was not excited about that information because he believed that the whole process would take way too long, about nine months. Mr.Bossman did receive his first payment so we highly believe that he did receive the rest of his money.
Dianne has waited for her winnings for over a month. The casino informed her that the payout process takes up to 20 business days.
Dianne requested a withdrawal of $930 and it was approved a few days later. She contacted the casino about an update on the processing but they were not helpful at all. When she finally received an answer, she was informed that the payout process might take from 14 up to 20 business days. We believe that the payment was received at last.
Show 8 similiar complaints with 379 black points in total
(7 for this casino)
Delayed payment, status unknown
Black points: 132
(3 for this casino)
After the player received the check she was unable to cash it out with any bank she had tried.
After the player finally received her check, she tried to cash it out at three banks, but neither one would've accepted the check. She asked the casino to wire transfer the amount to her bank account, but the casino never responded to her. The check would have expired soon and there is no response from the casino still.
Player's account was closed and their winnings confiscated due to chargeback. The casino decided to pay them back only the deposits.
After the player requested a withdrawal of $750, their account got blocked due to chargeback. The casino decided to return player's deposits but it would take some time before the player would receive them all. No other details are available ever since.
The player fulfilled all wagering requirements, requested a withdrawal, and still didn't receive the payment for over a month.
The player requested a withdrawal of $100 and a couple of days later, the payment was approved. After the player contacted the live chat representative, they informed them that they would rush the process but the player felt he had been given a run-around. The casino never reacted to this case and it remains unresolved.
After the requested withdrawal, the player asked the support team member to provide her with a tracking number and they refused to do so. Later on, she was told that the check would arrive soon. The casino responded to the complaint and then they stopped. No more details are available after that.
Show 3 similiar complaints with 180 black points in total
(4 for this casino)
Uncertain case, passive regulator
Black points: 44
(1 for this casino)
The casino promised a refund to the player but later on, they just sent a partial amount of it and closed their account.
The player's bank contacted them with an alert of charges on his bank card. The casino promised to send the full refund of the processing fee to the player and later on changed their mind and the player received only a partial amount of $450 and the account was closed.
The player hit the jackpot and casino refused to pay their winning due to the abuse of the bonus.
In this case, the player did not provide enough information about his complaint. The player, Robert, was denied his withdrawal due to the bonus terms and conditions being breached. He also wasn't very polite towards the casino's representative, which was really unethical of him. Later on, he did apologize to the casino's representative but that didn't change the fact that he was denied of the winnings.
Show 1 similiar complaints with 0 black points in total
Complaints about related Yebo Casino (Unspecified weak relation)
Insufficient evidence from casino
Black points: 1021
(30 for this casino)
The player was accused of being an abusive player.
The player received two-thirds of his winning but when he wanted to get the rest of it, he was accused of being an abusive player not only at this casino but many more. The player said that he also lost a few times so he couldn't understand how he could have been an abusive player. No further information is available at this moment and the case remains unresolved.
The player was denied his winning due to a bonus abuse.
Antoniomx requested a withdrawal but it was denied due to a bonus abuse. The casino responded to the complaint and said it was already settled with Antonio via phone call. There is no further information about this complaint available.
Complaints about related Ruby Slots Casino (Unspecified weak relation)
Uncertain case, passive regulator
Black points: 712
(21 for this casino)
After the player decided to withdraw some of his winnings, his account was locked.
The player decided to withdraw $2,500 from his account. When he tried to log in later his account was locked. After submitting a complaint about his declined withdrawal and a question about why was his account locked Ruby Slots representative answered and promised to bring some light into this case. Unfortunately, that was the last message from the representative and what truly happened, in this case, is a mystery.
After the player won and tried to withdraw the money, her account was locked and audited for more than 30 days.
We don't know what happened in this case but the player was blamed for an irregular bonus play and her account got suspended for 30 days. Thirty days later, her account was still locked, nobody answered her why or what was the result of the audit.
The player won some money and in the order to withdraw it, she needed to make a deposit. While depositing, she received a bonus of 25 free spins and accepted it. Once she did that, she had lost her previous winnings due to mixed funds and her requested withdrawal got denied. When the mediator contacted the casino about this issue, they never responded to them and the complaint remained unresolved.
The casino paid the player three out of the 4 payouts and claimed it was the player who had canceled it.
Player won over $2500 which was divided into 4 payment installments which of only three of them were received and the last one was missing. Casino pointed out that it was the player who had canceled this withdrawal but they refused this statement and wanted their last payment to get sent. No other information is available.
Show 3 similiar complaints with 340 black points in total
(9 for this casino)
Delayed payment, likely paid
Black points: 60
(1 for this casino)
The player gambled away some of her winnings.
The player's winnings were divided into small payment installments of 2500$ and paid to her regularly. During 6 months, she had troubles a few times and after the casino had payout most of her winnings, she decided to gamble the rest of the money.
The player won an unknown amount of money which was divided into three withdrawals. He didn't get any response from the casino by email nor after he started to complain. They just simply ignored him and didn't pay him.
The player from the United States was hoping that his withdrawal would come faster because he was a VIP player. He waited one and a half months until he got the first payment and the rest of them were probably on the way. Because he didn't complain anymore we believe that all his payments were paid out.
Cayla won over 10,000$. She was very frustrated that the payouts took 2 months and only part of her winning was paid out.
Cayla, as many other players, was facing the fact that payouts in Ruby Slots casino were extremely slow. We believe that she got all her winnings, but in this case, the payout speed was extremely slow. In fact that every time she asked: "where are the money?" she got an answer: "in the next few days you should receive them" and that she wouldn't get them was more frustrating for her than the extremely slow payout speed.
After the player took her winnings in the form of a check to her bank, they found it fraudulent and didn't accept it. When she contacted the casino about it, they said they had canceled the check and promised to pay her with a different method. Later on, they accused the player of letting someone else to cash out the check and returned the money to her player's account. Once again, they promised her they would find a way for her to get the winnings via a different method. No other information is available ever since then.
Show 1 similiar complaints with 0 black points in total
Complaints about related Club Player Casino (Unspecified weak relation)
Delayed payment, likely paid
Black points: 60
(1 for this casino)
Delayed payment with problematic verification, the player had to send his documents every week.
Player had been waiting for 2monts for his 100$ withdrawal. Every week casino canceled the withdrawal for a reason of missing documents. The player was completely sure that he had sent all the documents but the casino did not respond to his email. The casino responded at askgamblers that the withdrawal request was being processed. No more update since, it has probably been paid.
Delayed payment with a problematic verification, the player's account got locked.
Player from the United States reported some delayed payments and a locked account. Casino responded that they had reviewed his account and explained that they needed an email response from him with information about the payment method. Finally, they did communicate with each other and found a common solution, the complaint was not resolved because player did not confirm whether he received his withdrawal, no more update since.
Delayed payment, winnings were approved but the player was awaiting the payment for about 4 months.
Player complained about a very long withdrawal processing. He had 3 winnings approved months ago but still didn't receive any payment. Finally, in his last update, he said he had been contacted about a possibility to be paid via Bitcoin payment method. No update since.
Delayed payment, casino confirmed the withdrawals had been approved and processed, but 4 months later the player still didn't receive the full amount.
Player was complaining about the winnings from June and July not being received. In September a casino representative replied to him and confirmed the payment had been sent, however in October player was still awaiting part of his winnings to be paid. No more update since.
Delayed payment, the player wanted a confirmation of the payment, 2 months after the withdrawal request there was still no transfer.
Player has been complaining for 2 months after he had made a withdrawal request. The casino kept saying they were checking his account, no incoming payments so far. No update since.
The player requested a withdrawal in the past and it came very quickly but when she requested another one, it became delayed. When the casino responded to her complaint and said that the payout was approved and paid, she never confirmed it but we believe that it was likely paid. No other update is available ever since then.
Show 5 similiar complaints with 240 black points in total
(4 for this casino)
Delayed payment, status unknown
Black points: 239
(7 for this casino)
Delayed payment, at first approved, then disappeared from the account, then account blocked.
Player complained about the fact, that at first his winnings were approved, then disappeared from his account and at the end his account got blocked. The player was disappointed by the lack of customer support. No reaction from the casino, no more update.
The player complained that 16 days after they had requested a withdrawal and sent all the necessary documents for verification, the casino was still not responding. The people from the forum told the player that they had been well aware of the reputation of the casino before they started to play there. There is no further information available.
Show 1 similiar complaints with 0 black points in total
Uncertain case, passive regulator
Black points: 0
Declined winnings from a free chip bonus.
The player complained the casino wouldn't approve his winning of 100$ that came from a free chip bonus. The casino said he had already had an account registered with them back in 2002 and had used a free chip bonus already. The player said that in 2002 he had a different address and didn't have a qualifying age to play. This is an uncertain case.
Complaints about related Kings Chance Casino (Unspecified weak relation)
Delayed payment, status unknown
Black points: 19
(1 for this casino)
Uncertain refund.
The player 'GabyGump' got locked out of their account when trying to withdraw winnings related to a bonus offer. The casino said the account was being investigated. After a month with no resolution, the player asked for their initial deposit to be returned and the casino agreed, but never refunded the money. The casino replied to the complaint on the mediator's website stating that they had refunded the amount, but could not provide adequate evidence to support this. The player said that they still did not receive the payment and then there is no further comment in this case.
Delayed payout without an explanation from the casino.
The player's payout of €2,500 was delayed and they were unable to get any help from the support. They've sent an email many times but no answer came. We can not tell if this was paid or not and the complaint stayed unsolved.
Miami5TH from the USA requested a withdrawal of $426 and sent all the documents needed for the account verification. A few weeks later, the casino claimed that the payout was processed already but the player claimed it didn't arrive. There is no further information available ever since then.
A Spanish player complained about a delayed payment.
The player waited more than 3 weeks, no answer from the casino. Later the player wrote a few comments in Spanish saying he still did not receive the payment. The final outcome is unclear.
Same situation as with the previous complaints. The player won some amount from a no deposit bonus and they were only able to withdraw a maximum of £150. Later on, they were asked to deposit an additional £30 and to send more documents to be verified. There is no further update on whether the player received the money or not.
Extremely delayed verification and withdrawal processing.
Once again a complaint regarding a no deposit bonus. The player was unable to get information on whether they were able to withdraw their winnings or not. After sending a few emails with a question to the casino support they never got a response, neither to an official written complaint. The outcome of this situation was unclear and it remains unresolved.
The player showed the evidence that he had a pending payment since September 2016. In January 2017 he still did not receive anything. We can not decide if this was paid or not.
Show 6 similiar complaints with 219 black points in total
(4 for this casino)
No reaction, passive regulator
Black points: 18
(1 for this casino)
Players' winnings were void due to the country restriction and they wanted a refund on their deposit of €30.
The player used a bonus to play and requested a withdrawal but the casino voided their winnings due to country restriction. The player wanted to receive his €30 worth of a deposit back. The casino never responded to the complaint and it remained unresolved.
Extremely long withdrawal processing for over a month.
Same situation as in other complaints. Delayed payments of winning from a no deposit bonus. The player was unable to get any help from the support team that's why he had placed the official complaint. No answer from the casino, therefore unknown status.
Show 1 similiar complaints with 9 black points in total
(1 for this casino)
Complaints about related Punt Casino (Unspecified weak relation)
Uncertain case, passive regulator
Black points: 53
(1 for this casino)
The player's winnings were cancelled after playing with a bonus.
The player played with a bonus and hit a jackpot of R8300. When she logged into her account the next day, her winnings were cancelled. She was informed it was because she used the bonus money to win the jackpot and therefore violated the bonus terms and conditions. We didn't receive any response from the casino regarding the issue so were forced to close the complaint as ‘unresolved’.
You need to deposit at least $30 to be eligible for this bonus.
This bonus does not have a maximum cashout limit. There may be other limits in place though, like a general win limit or withdrawal limit that applies to all players in this casino.
Wagering requirements: 30x bonus(restrictions apply)This bonus can only be used on these types of casino games: Slots, Bingo, Keno, Scratch cards.
You will have to wager 30-times the bonus value to clear the bonus and be able to withdraw your winnings.
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This bonus can only be used on these types of casino games: Slots, Bingo, Keno, Scratch cards.
Sticky bonus
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New players only
When using a deposit bonus, any withdrawal request must exceed the sum of the deposit and the deposit bonus
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