Aussie Play Casino - Player’s withdrawal has been delayed.

Hi I've had all my id and bank details verified with the casino for weeks now .I've made my deposit and played there playthrough as I was supposed to. The casino said my account was all verified and I was able to make my withdrawal. But I'm still yet to recieve my winnings or even see a change in my casino account as it's still showing pending on my account. Now when I go to log on or try and chat it says the site is blocked . I've sent emails repeatedly and I'm lucky if I end up getting replly

Dear Tammy1691,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Do I understand correctly that your winnings have been accumulated from a No Deposit bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi thank you. I had my account verified and was confirmed by the casino .and I played the no deposit and went through the playthrough requirements . Once that was done they took back all the money from the no deposit playthrough winnings .I was left with my real money to play and withdraw. Which I was told to make the withdrawal I just had to deposit money 2hich I did. Then sent my withdrawal request for my winnings they have rejected it after I've been waiting for weeks for it.took my whole win

Took my $1400 winnings and left me with 100 in my account . That money was my withdrawable amount in my account which said I could withdraw. I did every thing I was told by the casino to make my withdrawal and they waited till the last day it was meant to be paid to my bank account to tell me I can't have it and wiped it from my account after I contacted them multiple times and had been told my account was all good and even congratulated by them for my win in one conversation

Thank you very much, Tammy1691, for your reply. I have checked the general bonus terms and conditions, and this is what I found https://aussieplay.com/en/terms/:

""No Deposit Bonus" is a free trial promotion that may be given to a Customer on a one-off basis, upon registration, so they can try the games before making their first deposit.

The payout limit for no deposit bonuses is either 3 (three) times the initial bonus amount/free spins number or $150; whichever is lower. In case the progressive jackpot is hit, the payout limit will not be increased.

Please check the list of included games and the wagering contributions; as described in paragraph 14 of General Bonus Terms.

In order to make a payout from a no deposit bonus after the wagering requirement is met, there should be at least one deposit made. If the maximum payout limit of the bonus is lower than the minimum amount allowed for payout ($150), the difference has to wagered 1x deposit amount."

However, do I understand correctly that all your winnings have been cancelled, not just capped?

Dear Tammy1691,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

"I haven't received any money and they took all my winnings out my account .left me nothing"

Dear Tammy1691,

Thank you for getting back to us. Could you please advise if you have redeemed any No Deposit bonuses from this casino in the past?

Dear Tammy1691,

Thank you for your feedback.

Please be informed that you’ve played with a no deposit bonus with a coupon code 30AUPOKIES. It comes with the following conditions – after redeeming the coupon your playable balance was credited with $30 for slots games with wagering x50 and max payout amount $90 attached. Please bear in mind that minimum amount allowed for the payout is $150. It means that in order to request a payout of current balance after playing with a no deposit bonus the difference between the max amount allowed for a payout from that particular bonus ($90) and the minimum amount allowed for payout according to the Casino Terms ($150) should be deposited. However, there was a $10 deposit placed instead of $60 required, therefore your playable balance was converted to $100 ($90 as max cash out amount from the bonus + $10 deposit) and there was an email with explanation sent. So in order to request a payout the missing amount which is $50 had to be deposited.

As of now, your $100 balance which was credited back has been already played down, therefore it won’t be possible to request a payout at this stage.

Should you have any questions we’d be happy to assist.

Regards,

Aussie Play Casino Team

Thank you very much, Aussie Play Casino Team, for your assistance and explanation.

Dear Tammy1691,

If you are aware of such actions and the balance has been played down already, I'm afraid we won't be able to help you. Could you please comment?

Dear Tammy1691,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.