Axecasino - Player’s account was closed.

Ive been doing my head in about an online casino I've deposted $12000 and won $18200 , the casino closed my account down and they keep lying about payments and stalling me won't give me an answer on when they will process my payments . I'm waiting on $30,275 in total and I'm looking for some advice on what to do ?

Dear zweir37,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. When did you create your casino account? Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino regarding the closed account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina I’ve just emailed you thanks 😊

Hi Kristina here are some screenshots of the casinos conversations there was no active bonus all funds are clear winnings , they keep saying to wait with no explanation . The claim to have processed $3750 about 4 days ago they told me they would process funds daily but every time I ask they tell me to wait and they don’t have the information I was told I could speak to the manager today at 8am or financial department but that was also a lie and no further information was provided

So the casino has said they would pay me out yesterday the remaining $26525, then today claim they processed $4000 and what they said yesterday was a misunderstanding so I was lied to again continuously given misinformation and no proof of anything being sent

Seriously I don’t know what to believe they change their story daily with no real proof of anything being done . Is there anything I can do to receive the money I’m owed ?

Thank you for your reply, zweir37. Have you received any of the installments? If yes, when exactly?

Hey Kristina yes a bit of relief they sent 1x $4000 payments yesterday and 2x $4000 payments today I’m hoping I can get the remainder paid out soon 🤞

Sounds good, I am happy to hear that there has been some progress. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Dear zweir37,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

zweir37 confirmed via email that the winnings were paid out, therefore we closed this complaint as resolved.