HomeComplaintsAmigo Slots Casino - The player's unable to withdraw his balance.

Amigo Slots Casino - The player's unable to withdraw his balance.

Amount: £800

Amigo Slots Casino
Safety Index:High
Submitted: 24 Mar 2023 | Resolved : 14 Apr 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player was unable to withdraw his balance due to additional verification checks. The player confirmed that she successfully received the pending withdrawal approximately 1 week after we contacted the casino representative. The complaint is resolved.

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1 year ago

I withdrew £800 and received a text message saying this was successfully completed.

A few days later the money went back into my Amigo Slots account.

I have submitted all verification documents which has been verified, including

• 3 bank statements

• Payslip

• Bank card

• Passport


Amigo Slots has replied to my email once, asking about recent bank transfer. I've known an online casino asking for this, but nevertheless I told them what this was.


I have since been ignored.


Unsure how to get in contact with anyone as they only have an email.

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1 year ago

Hello Lilgunner1986,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Amigo Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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1 year ago

Nick,


My account was under verification when I won £800. I have never know a casino to be so slow.


It has since been verified, with all of the documents listed above. It clear states all documents requested have been verified.


I won using real money no bonus.


It's my £800, I deposited with no issues, but can't withdraw. Once I can withdraw, I will shut the account down.


Amigo Slots is asking me to submit documents I already have, which have been verified and also sent the same documents via email, which they have asked me about. I do not see what business it is of there's what money is in my account.


My account is completely frozen.


Strange thing is, I go a text message confirming withdrawal then it was put back into the Amigo Slots Account

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1 year ago

Hello Lilgunner1986,

Can you please advise since when exactly is the verification ongoing? We advise to wait at least 14 days for the whole verification to be processed.

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1 year ago

Verification has been ongoing since 12 March 2023 when all documentation was verified, more than 14 days.


On 15th March 2023 I received an email asking me to confirm transactions, I done this on the same day - exactly 14 days today. So this proves they have all documentation.


On my account it states all documents are verified but I am still blocked


I have received a notification today on my account to upload documentation - I have already


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1 year ago

Hello Lilgunner1986 and thank you for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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1 year ago

Thank you.


It's important to add, I have been asked to provide a solicitors letter for a family member who died and left money.


I was not the beneficiary, so there is no legal document showing the breakdown of payouts. The family members partner kindly gave me money from the death in service they received.


Surely asking for such sensitive personal information is unnecessary and inappropriate.


All I want now is to withdraw my money from Amigo Slots and terminate the account

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1 year ago

Hello, Lilgunner1986,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Amigo Slots Casino's representative to join this conversation and participate in the resolution of this complaint.


Dear Amigo Slots Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

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1 year ago

letter of a family members beneficiary, I AM NOT the beneficiary and it is unnecessary and unacceptable to ask the named beneficiary for such sensitive information. I was kindly given money from the beneficiary.


As mentioned, I would like the £800 withdrawn from my Amigo Slots Account and into my bank account, and for the Account to closed down

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1 year ago

Dear Lilgunner1986,

I was provided with the following information from the casino representative:

  • the casino was informed about your issue and its Customer Support should solve it
  • in the meantime, another update came - the issue should have been already solved

Can you please provide me with an update on your issue? Did the casino manage to solve it?

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1 year ago

Dear Branislav,


I have now been paid by Amigo Slots and the matter is resolved.


Thank you for you help in getting this matter resolved with me.

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1 year ago

What great news!

Thank you, Lilgunner1986, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks also to the casino representative who helped us in resolving the matter. Unfortunately, she was not able to reply directly here because the casino representative account has not yet been properly set up on our side.

Best regards,

Branislav, Casino.guru

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