The player from Germany had complained about Ares Casino not processing payouts. Originally, €1000 had not been paid out after 6 months, which led to the player canceling the withdrawal request. The player's subsequent request for €2700 had also not been processed for the past 3 months. The player had claimed that the bonus conditions were met and had attempted to contact the casino multiple times without success. We had attempted to mediate the issue, but Ares Casino did not respond to our inquiries. Due to the casino's lack of cooperation, we were forced to close the complaint as 'unresolved', which negatively impacted the casino's rating.
Ares Casino - Player’s withdrawals are delayed despite successful gaming.
Black points: 423
Amount: €2,700
Ares Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 months ago
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2 months ago
Translation
Hello, I have previously rated Ares Casino as very good with you. After that, no more payouts were made. 6 months ago, €1000 was not paid out and was credited back to the account exactly 3 months later. I then requested the money for payout again, which I cancelled myself after 1 month. With that, I earned 2700 and requested a payout on 26.11.2023. On 26.02.2024, exactly 3 months have passed and it will then be credited back. This is so illogical, because they don't want to pay out the money anyway. In contrast to the previous payouts, I did not change my playing style or used any tactics. I would of course like the money, because as a player, you usually get your stake back. Kind Regards, elfe1962
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2 months ago
Dear elfe1962,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Ares Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you accumulated your winnings with or without an active bonus?
Has the casino explained to you why your payments get canceled?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Hello, the bonus conditions were met. I wrote to their support twice and asked for an opinion and wanted to know the reason. I didn't contact anyone in the chat, they always have the same excuses. Before I gave a good review, everything went well. I don't understand it!! Greetings Jutta
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2 months ago
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Hello, all but 1 of the transaction pages have now been deleted. It looks like they are preparing. As I said, on February 26th, 2024 they will credit the money again and then it looks like I only paid in twice. LG Jutta
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2 months ago
Dear elfe1962,
Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice for Ares Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Ares Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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