AussieBT Casino - Withdrawal of player's winnings has been delayed.

I deposited $20 on Sunday morning, declined the bonuses on offer, won $20k+ on a game, withdrew and was sent evidence of payment being made into my account via Osko. I was advised it would take up to 72 hours latest to arrive in my account and have been told repeatedly they have made this payment. On Sunday afternoon, the payment status changed to rejected but they are insisting they made this payment. 72 hours have passed I have not received the funds and they are ignoring me.

Dear Thevixen,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you Kristina. I would like to add that the payment method for deposits and withdrawals are via Osko, which are made near real time. The longest delay using this method is only ever 24 hours, only if it's a first time payment to a new payee. They also sent what appears to be a payment confirmation screenshot the day I requested withdrawal and it indicates this was an Osko payment. They have repeatedly stated that yes I have won that amount, there are no issues with my verifying my bets and that it has defintely been paid to me by them

Seeing that's the case, this isn't a KYC or verification process hiccup causing delays in the background. After allowing 72 hours to pass as they advised me to, I contacted them to raise my concerns about the failure of funds to appear and they are no longer responding to me.

Dear Thevixen,

Have you received your withdrawal from the casino yet?

Not a cent of it. I was initially informed that they processed and completed my withdrawal not long after I requested it. They provided a copy of the transaction receipt as confirmation, which was appropriately dated 02 June. Since then they have changed the timeline and claim the payment wasn't processed until 72 hours later.. strange they were able to provide a transaction confirmation receipt 3 days before actioning a transaction. Naturally they haven't provided any new evidence supporting it was made 72 hours later either. I'm not surprised. They have repeatedly stated they have transferred these funds to my account and insist on offering nonsensical advice. Namely that I should investigate this matter with my bank. How on earth can a bank be expected to discuss a payment from an external source that hasn't arrived? That's absurd. My bank can't at my request investigate transactions made from an account not belonging to me. Nor do they have access to any outgoing transactions from an entirely different financial institute. The fact that this is the only solution they have provided is maddening. If any business or individual made a large payment electronically, that didn't reach the intended recipient, they would without question investigate where it went with their own bank. But there won't be any such activity from this site, they're not scratching their heads about a payment that's seemingly gone walkabouts, they're fully aware they haven't paid me that amount and have no need to investigate.

Thank you for your reply, Thevixen. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that the funds weren't returned to your casino account after the withdrawal request was rejected?
• Did you accumulate your winnings with or without an active bonus?

Hi Kristina,

I've not withdrawn from this site before.

The funds were not returned to my account.

I accumulated my winnings without a bonus from a straight up deposit of $20.

I have screenshots of the entire conversation I've had with them regarding this issue, and also a screenshot of my big win as well as the fake receipt they provided. Are they of any use to you?

Thanks,

Vicki

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Please check your email, I have sent through the screenshots.

Thank you very much, Thevixen, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Thevixen,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license. These casinos have too made promises to process withdrawals, but in reality, no funds have been sent to the players. Additionally, the casino support has been unhelpful, just like in your situation. Unfortunately, it is uncertain whether we will be able to successfully resolve your complaint. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite AussieBT Casino to join the conversation.

Dear AussieBT Casino,

We kindly request an explanation regarding the non-receipt of the player's winnings, despite your finance team supposedly processing the payment on 02 June and providing the player with a payment "confirmation". When will the player get their winnings?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Thevixen,

I have repeatedly tried to contact the casino but have not received any meaningful response from their team. Without their cooperation, there isn't much that can be achieved. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark your complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

To avoid similar situations in the future, I recommend choosing casinos based on their reviews and ratings. I am sorry we couldn't be of more help this time.

Best regards,

Michal

Casino Guru