Aussie Play Casino - Player’s struggling to withdraw her winnings.

i am a VIP player at Aussie Play and I spend a lot of money. I’ve withdrawn successfully here but the shady practices they have recently shown are very concerning. I get a monthly insurance bonus that has no max payout and 45 x play through. I met the terms and play through and requested a withdrawal on 9-30-21 for $2500. Today, on 10-5-21 I received an email that $500 was authorized and the other $2000 was put back in my account. They’ve done this once before and only authorized part of my payout and after submitting a complaint they authorized the remainder the following day. This is 100% an attempt to get me to lose my winnings so they don’t have to pay it and it extends the already long wait time to get payouts authorized. It’s so disappointing. They say Bitcoin withdrawals are sent in 3 days but that never happens. 5 days later I have 20% of my winnings authorized and have to wait another how many days for the rest? It’s not okay and it’s shady at best. Tired of the shady practices.

Dear Kristin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

I have checked the general terms and conditions, and this is what I found https://aussieplay.com/en/terms/:

"All payouts from Aussie Play Casino are limited to $2,500 per transaction. This limit can be adjusted by the Casino, according to the Customer Level, or as per a mutual agreement with the Customer’s VIP host."

"The large payments may be divided into smaller units and paid out, according to the Casino’s payout limits, and the Player’s current Customer Level."

I hope we will be able to help you to resolve this issue as soon as possible.

Looking forward to hearing from you.

Best regards,

Petronela 

I have been given no explanation and I know what their terms say but I’m a VIP player and at the very least, expect to receive a complete payout, they’ve done this only one time before and I received the additional winnings the very next day. That hasn’t happened yet today and they paid out such a small portion. I 100% believe that this is an attempt on their end to try to get me to play down my winnings and that is rogue behavior that players should be aware of. I’m very disappointed that yet again, I am unable to reliably cash out even though I won fair and square, have no issues with using a bonus that would prevent me from winning, haven’t played with a bonus while payout is pending. It’s wrong and it shouldn’t even be allowed.

Thank you, Kristin, for the forwarded email and your reply. I do remember your first complaint related to the same issue in this casino https://casino.guru/aussie-play-casino-player-s-struggling-to-withdraw.

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kristin!

I will take care from now on. I would like to invite representatives of Aussie Play Casino into this complaint in order to help us resolve the issue.

Thanks all. I don’t like to submit complaints but I’ve noticed that if I don’t, things don’t get resolved in a timely manner so when an issue like this arises that justifies bringing in a 3rd party I do because they really like to make it hard on players. I have now gotten an email saying the remaining 2000 was authorized and sent but the transaction isn’t on the blockchain so it hasn’t actually been sent and her email said it could take another 3 days (on what planet does Bitcoin take that long to send). It’s just another tactic to delay. I hope I see it soon so I can move on. Thanks for the help.

Hello Kristin,

Thank you for your feedback.

I was going through Casino’s Terms and would like to refer to the Article 10 in Payouts section. It states the following: "The large payments may be divided into smaller units and paid out, according to the Casino’s payout limits, and the Player’s current Customer Level." I assume that was the reason for your Payout request to be approved in installments. Also, please note that Casino should process your Payout request through BTC within 3 business days which was done according to the provided dates.

Moreover, I’ve been in touch with a Casino representative for more details and was informed that your Payout plan has been already reviewed and the second part of your winnings has been already processed via Bitcoin (transaction is in pending status as per Blockchain).

Should you have any questions please let me know.

Regards,

Aussie Play Casino Team

They have. This is resolved, thanks for the update.

Hello Kristin!

I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.