AvoCasino - Player’s withdrawal has been delayed.

Hello,

I have registered at AvoCasino.com, did deposit 100 EUR without any bonus. My balance ended with 1,150.00 EUR, on the live chat I have asked what was needed for this withdrawal to be processed. I have sent their asked KYC documents by email, but I was now informed on the live chat that this can take up to 72 hours, and that I need to contact the live chat tomorrow evening to ask if there is more information.

I have the feeling that they are trying to delay the withdrawal, since they did also cancel the withdrawal. And why do I need to contact the casino every evening with the request if there is more information?

I would like to receive my fair winnings, what to do now?

Is this normal procedure?

Thank you all very much, in advance, for your help!

Dear User90111,

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

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Dear User90111,

Have you received your withdrawal from the casino yet?

Yes, the account is fully verified, and I have already received some withdrawals.

But, I accomplished to get an higher account balance of above the €10k, I won max win on Gates of Olympus. Very happy about it.

Only, the casino unfortunately only allows withdrawals up to 500 euros per day. After making a withdrawal, it takes approx. 72 business hours to be processed from their side.

And then it takes another 3-4 days to be received on the MasterCard, but the last thing, they cannot influence that. That’s because of the bank which I can understand.

What to do now?

Just wait? It seems that they do process two withdrawals per week, so it would take over 2 months for everything to be fully received.

I have already asked the live chat if they are willing to do something about this, so it could be a bit faster, but they say I need to make a withdrawal of €500 everyday. But, I cannot make any new withdrawal, since there can be max. 3 pending.

If I want to make another withdrawal, I do get an error since there cannot more then three pending at the time.

What to do now?

I do of course want to receive my fair winnings, like everyone would.

But let’s wait, it seems that they are now processing them a bit faster 😊.

You can close this complaint for now, according to the online casino they will pay me in time; within one month, because of my withdrawal limit of 15,000 EUR per month (VIP level IV), in installments of 500 euros per day.

I do believe on that, what they have said.

If there is any problem regarding this, I will reopen the case, but it seems not needed right now.

Thank you.

Dear User90111,

Alright, although I would not recommend closing the complaint before receiving the entire winnings, I will now mark it as 'resolved' in our system as per your explicit request. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru

We’ve reopened this complaint at the request of User90111. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Before we proceed with this complaint, could you please give us any updates regarding this situation?

Hello Kristina,

Thank you.

There is no update.

Still, the casino has fully processed 5 withdrawals from their side of each 500 euros, but only received 3 of them. They say they are looking into it, but don't specify any time frame.

And there are already (for over a week!) 3 withdrawals of 500 euros each pending in the account, I need to receive, as of today writing; 11,500.00 euros (including the two missing withdrawals of 500 euros each) from the casino.

Only will this take months, since they only allow up to 500 euros per day to withdraw. But for now over a week, they processed zero withdrawals. And there are two missing.

Don't know how to proceed, I want to withdraw my account balance... and receive every withdrawal.

Bank does also not see any payments, in particular those two of 500 euros.

They completely stopped withdrawing funds from now on, it seems, and they don't give me any information... they only say that I will receive all my funds. But don't see anything from it now.

There is very limited information since 23 July 2023.

All posts in this complaint can be made public again, excluding privacy sensitive ones of course.

Hope you are able to help me to withdraw all funds.

Could you please advise if you currently have any pending withdrawals? When did you receive the last successful withdrawal? If possible, please post here a screenshot of your withdrawal history.

Additionally, 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.

Hello,

The same three pending withdrawals of 500 euros each are pending at the moment. The casino only allows up to 500 euros per day to be withdrawn, and there can be 3 pending at the time.

The casino has processed already in total, as of today writing, successfully 5 withdrawals to MasterCard, of 500 euros each, but only received 3 of them. They say they are looking into it, and they tell me that I will receive everything, and that there is some technical work to be done. But I don't get any time frame.

Last withdrawal received from the casino was 25 July 2023, since then nothing.

I cannot provide you with a withdrawal history, since the casino does not have that from my side.

So I have noted everything in notes to keep the overview, since there needs to be in total 12,982.00 EUR be withdrawn in total, only received 3 withdrawals (while the casino has processed 5 withdrawals) of 500 euros each at the moment of writing so 1,500.00 EUR.

So, 2 withdrawals missing (500 euros each, = 1000 euros.) since the casino processed successfully 5 withdrawals at this moment, but only received 3.

Including the 2 missing withdrawals, the amount that I need to receive from the casino, is of now writing: 11,500.00 EUR.

Please see the attached files, I have send them to you by email.

Please note, the disputed amount needs to be changed to 11,500.00 EUR (this is including the two missing withdrawals of 500 euros each).

Since that is the full amount which I do need to receive from the casino of today writing.

Thank you.

The account has been suddenly disabled by the administrator with 10,500.00 euros in it, excluding the two missing withdrawals of 500 euros each. So 11,500.00 euros.

Please help me 🙁.

They are now also ignoring me, and they block me from the live chat. Since I cannot open the live chat anymore.

As you can understand, this situation is distressing. And not an experience were hoped for.

To be honest, just closing the account with 10,500.00 euros in it (excluding the two missing withdrawals of 500 euros each) and then completely ignoring me just feels like a scam.

They don't respond on my messages on the live chat anymore, when writing an message... the live chat window disappears.

They have said many times, that I will receive all my funds.

But suddenly the account is closed, and I do get ignored.

Can the situation be clarified? I want to receive all funds, the account balance is at this moment 10,500.00 EUR.

This is excluding the two missing withdrawals of 500 euros each, so the amount which I need to receive from the casino is overall in total 11,500.00 euros.

But it seems that they don't want to pay my account balance?

I don't know, but I hope the casino does want to resolve the issue. They are licensed, and as they can accept my registration and deposits, whereby they even already have processed some withdrawals. They do also need to pay the rest of it.

I don't understand it, since they are fully licensed. Why are they acting like this?

Let's hope that I'm wrong, and that they will still pay the account balance of 11,500.00 euros to me.

They have literally stolen 11,500.00 euros from me, account closed without further explanation.

Ok... and the funds that were in it (including the missing withdrawals)?

It does go about 11,500.00 euros, it is a lot of money. No answer.

Don't know what to do now, hope you can help me.

I feel really scammed, can not think of something else.

How can this be licensed?

But let's hope I'm wrong, and that they will resolve this issue neatly by paying my account balance including the missing withdrawals.

You can see here the big win on Gates of Olympus: https://replay.pragmaticplay.net/8BL20ti5ft

But they closed my account, without any further explanation since they ignore me.

Only reason I can think of is that they don't want to pay the big win.

Hello Kristina, I have send you in total 3 emails with evidence since your last reply.

Hope you are able to help me further, I have not broken any rule. I'm 1000% sure.

I really don't know why the casino does treat me like this. Suddenly.

Never experienced something like this, this is rogue behavior.

I have finally got an answer from the casino, after connecting to a Tor Browser in order to reach the live chat.

The account was blocked due to ''fraudulent activities on my part''. But, that is not true. There are no fraudulent activities, I did not do anything unfair or fraudulent against Avo Casino operated by Fintech Szofver N.V..

The only one that is acting fraudulent, and unfair is the casino in this case.

The fraudulent activities excuse came up as soon I started making a big win, before there was no problems. They even processed some withdrawals.

They say that I do need to send an email, but they do never reply on emails.

I did send you the chat log by email Kristina.

They have now also said on the live chat that I can appeal the decision by sending an email, I have done that now (again). But I don't know if they will answer on that, since they never replied on my emails, also not when the account was still opened.

I really hope you can help me further, if they are accusing me of ''fraud'' they do also need to prove that... which they cannot do. Since there is no fraud. They just don't want to pay my account balance.

Please help me, since this is so stressful and unfair.

I have sent you in total 5 emails, with all evidence Kristina.

Hope you are able to help me further.

Thank you in advance!

Thank you very much, User90111, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, User90111!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

I don't think they will reply, they do also not reply on my emails (also not when the account was still openend). But let's hope on the best, and that they will reply, just be fair and pay me accordingly.

I do get blocked from the live chat, when I do ask something about the withdrawals and my funds.

They have told me for at least 2 weeks, everyday, that I would receive all funds, and that I can expect them.

They also followed up with the relevant department, but I would really receive everything. But I needed to wait for the technical work to be done.

Avo Casino, when can I expect the 11,500.00 euros?

They delayed the withdrawal so much, but when I did not touched the funds... They did just closed my account with another excuse, ''fraud''. But that fraud excuse came up, after I have asked for an update regarding the technical problem which they promised to be fixed that week.

They hoped that I would lose the account balance, in that delay time, when that was not the case the next excuse came up, and that was in this case ''fraud''.

Technical work/problems, that was the first excuse. But they kept saying every day that I would receive all funds, and that I can expect them as the technical work/ problem would be fixed/ done.

Technical work would be done in the week 7th to 11th August 2023, so I could withdraw the funds.

They promised a lot, I would receive everything. Also the 2 processed, but missing withdrawals.

Until 9 August, when I asked them again about the withdrawals. They closed the account later that day, and blocked me everywhere.

I do have already two excuses, 1) technical work/problem to be able to withdraw ( can be true, but very coincidental because that happend suddenly after making a big win on Gates of Olympus ). Before there were 0 problems.

I had also asked, if there is a problem with MasterCard withdrawals if I also can withdraw my funds to BTC? They said one time I could, and that they will follow up with the relevant department. But never heard anything about that anymore. Also, suddenly I needed to wait 7 working days on an answer from the relevant department, to see if I'm able to withdraw the funds to BTC. They literally try everything to delay, or not having to pay me.

But after all, when I did not lose the balance where they hoped for that I would lose, they suddenly they accused me of fraud. No further information, account closed, blocked on live chat.

Of course not true, there is no fraud, everyone does see their real intention now.

They just don't want to pay me the winnings.

I cannot describe this otherwise then rogue behavior.

They can still correct this, and pay me. As it should, and as they promised.

They do also say that I do need to sent a email, to appeal their decision ( which decision exactly? Not wanting to pay the fair winnings? ) but they have never replied on a email in the past.

Of course, they do also not reply on emails when I do sent them now. But maybe they will, email has been sent, multiple.

But let's wait, they are licensed. Maybe they will sort this all out, and everything will be fixed. And after all, that they will pay me as they promised for at least two weeks everyday.

I would appreciate that, maybe they have forgotten that they are licensed?

Thank you.

Oh, and don't forget the security checks. That was also a thing, suddenly.

1) technical problem withdrawals (just after big win),

2) wait 7 working days for a answer from the relevant department to see if I can use another withdrawal method,

3) all payments are being checked by security service ( to check where the 2 missing withdrawals of 500 euros are? )

4) technical work will be done after the weekend,

5) asked after the weekend if the problem was resolved, later that day account closed, and blocked from live chat.

6) fraud excuse.

What will be the next excuse for not having to pay me? Or are they are now gonna be fair and pay the account balance, including the missing withdrawals.

I need to receive 11,500.00 EUR, this is including the 2 processed but missing withdrawals of 500 euros each.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

We have reopened this complaint by the request from the casino.

Hello, we apologize for such a late reply. Earlier we were not represented on this resource. Now we will respond to all complaints more quickly.

In this situation we can inform you: according to the Curacao license we have no right to host players from the Netherlands. For this reason the account has been blocked. All funds that were deposited by the player on our site have been returned. We also sent some amount that exceeds the amount of his deposits.

Currently, players from the Netherlands can not register at our casino due to technical implementations on our part, because gambling from this location prohibits the license Kurasao.

Hello, thank you for your reply Avo Casino. Since there is a complete non replying on my emails, when I did sent you emails.

In my opinion Avo Casino is not telling the full, and correct story regarding this complaint.

When registering at Avo Casino, the website was available from my Dutch IP address and "The Netherlands" could be selected as country of residence from their drop down menu in my profile. This information needs to be filled in order to be able to make a withdrawal. Also, my account was already fully verified with all my Dutch KYC documents, plus proof of Dutch address matching with the Avo Casino account details. I did also received some withdrawals, which had been made by me on the website. Until I won max win on Gates of Olympus slot, you decided to not wanting to pay me with several excuses. Ending up with just closing my account, and blocking me from the live chat.

The implementations where they do talk about to block access from the Netherlands (Dutch IP), have been placed very long after they have closed my account.

At the time of registering, depositing, playing, account verification, and withdrawing some balance… the website was available from the Netherlands.

It is been very clear, that the truth is that you just don’t want to pay the winnings, because you have everytime another excuse (as shown in the posts here above).

Also, you have not returned any deposit. I’m also not agreeing to that.

You have partially let me withdrawn some funds, so that is where you are probably talking about, until I made a max win on Gates of Olympus. You did let me wait for weeks, probably in the hope to let me lose the funds. When that did not happen, you did just closed the account and blocked me from the live chat for "fraud".

Total deposits are: €1,100.00

Total received withdrawals: €1,482.12

So in my opinion, the account balance of 11,500.00 EUR do still needs to be paid in full. This is including those two processed, but missing (so never received) withdrawals of €500 each. You are acting against the fair gambling codex.

PS: you told me first, that you have closed my account due to "fraudulent actions on my part". And now you came up with the country part.

There are no fraudulent actions on my part.

I have the feeling, that you just don’t want to pay me my account balance. This has been proven by the now numerous excuses. All those excuses came up after the max win at Gate of Olympus slot. Before, there were no problems on your part.

And coming back at your reasoning that I have been playing from the Netherlands, under the master license holder which you are using are more online casinos that are accepting Dutch customers and just act how they need to act. And, also pay out winnings and/or account balances.

It is all not a reason for non- payment.

Avo Casino, I would kindly like to ask you to resolve this complaint.

Thank you very much.

Hello, Avo Casino!

I would like to cite a part from our Fair Gambling Codex:

"Our recommendations for casinos

The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."

Therefore, if the software IP block has not been implemented and Netherlands have been available to choose in the registration form (they are available at the moment), we would ask you to pay out the rest of player's funds.

Maybe also good to mention, besides that my account was already fully verified with my Dutch KYC documents, and proof of address.

The account was also verified with my Dutch +31 phone number.

While registering, "Netherlands" can be selected as country of residence. When registered, you can fill in the rest of your details in your profile (this is required for withdrawal). Including your phone number, your phone number including verification by SMS is needed to be able to reach the withdrawal page.

This was all no problem, all the problems came up as soon I made a max win on the Gates of Olympus slot… including all the different excuses.

So, Avo Casino when and how can I expect my account balance of €11,500.00 to be paid to me?

You have closed my account with €10,500.00 in it, this is excluding those 2 "processed" but never received withdrawals of €500 each. Including those 2 missing, so never received withdrawals of €500 each the amount you need to pay me is: €11,500.00.

So, of course I’m expecting the account balance of €11,500.00 to be paid in full.

When those funds have been received in full from my side, in that case, the complaint is resolved.

Thank you very much for your understanding.

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.

Hello! 

As we reported above, we were not aware of the fact that players from the Netherlands cannot play on our project. After the message from the license, we decided to return the funds that the player contributed to our project (with compensation). And block his account. Funds won on the project are not legal, so the account was closed with confiscation of funds.

As mentioned before there are more online casinos under the master license that you are using, accepting Dutch customers from the Netherlands, and paying out player’s balances. To come up with this excuse, after all the other excuses is unfair.

It feels that you just don’t want to pay, that is something else.

Also, as Casino Guru mentioned one week ago "Netherlands" could still be selected at registration. You only blocked Dutch IP address from the site, a long time after you have closed my account.

And I have looked at your countries list now on the registration form, there are more countries able to register on your site which seems would not be able to do so under Curacao license. But, are able to do so on your site.

So, be aware. This excuse is getting used, for not paying out anything. But you are greatly accepting them, verifying them under KYC, until they win big. Then you block them, and confiscate funds…

Furthermore, I would request you to pay out my balance of €11,500.00 to show that the case is different.

In the case if you don’t want to, would nobody recommend of playing here.

If you win, they don’t pay.

They will try to find every possible excuse.

Don’t know about which compensation you are talking about.

Avo Casino, regarding the fact that you did not know about the license requirement, I can only say that it is always a casino responsibility to know and to control registration from restricted territories. By logic ang and by our Fair Gambling Codex, we believe that all player's winnings should be paid out and that the fact that the casino has made a mistake is not a valid reason for their confiscation.

If you decline to reinstate player's balance for the withdrawal, I will be forced to close this complaint as unresolved, which will decrease the casino's Safety Index in our review.

Thank you for your understanding.

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.

Given the already stated facts we have decided to close this complaint as unresolved.