Axecasino - Player’s winnings are delayed.

I won $102k on slots, my account was closed by administration for no reason not long after, ive been payed $90k but it's taken 8 months, seems the don't wanna pay the last $12k i havent had a payment in 2 months, I've sent multiple emails and hundreds of live chat but nothing...I hope you can help

Regards Darryl B***

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Dear dazbeeche76,

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. Do I understand correctly that the casino has been paying out your remaining balance even though the account was closed? How often were you receiving your funds and in what amounts?

Have you accumulated your winnings with or without an active bonus?

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

No attached bonuses, no regularity between payments, that sort of depended how much I hassled them in live chat. the only reason I think they cancelled my account is because I put a $100 daily loss limit on my account using their responsible gambling tool so I wouldn't do something stupid and loose all the money back before I could withdraw some of it..most payments were $3750 or multiples of that amount, do you need my bank statements? I also have their payment statement as confusing as that is so I highlighted it and my bet statement, I even explained it in simple terms and sent it back to them I'll attach that to...thankyou for your help and quick reply

Regards Darryl B***

Thank you very much, dazbeeche76, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, dazbeeche76,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Axecasino's representative to join this conversation and participate in the resolution of this complaint.

Dear Axecasino team,

Could you please look into the player's issue and provide us with an update on a withdrawal of his remaining winnings? What caused the delay? Will the rest of his winnings paid out?

If we are talking about a breach of the casino's Terms and Conditions, can you send the details/evidence to my email address (branislav.b@casino.guru)?

Thank you in advance for providing the information.

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.

Are there any other avenues I can take to claim my money if they don't respond??☹

Dear dazbeeche76,

Thank you for reaching out to us. We are aware of your concerns regarding the delayed payment and account closure. Rest assured, we are looking into the matter and will strive to resolve it promptly. We apologize for any inconvenience caused and appreciate your patience in this matter.

Best regards,

Axe Casino

Thank you very much, Axe Casino team, for your reply and information outside the thread.

Dear dazbeeche76,

Could you please provide us with an update on your issue? Is there any progress?

Can you confirm you have already been paid in full, so you have received the disputed funds, and I can consider the complaint successfully resolved? Or, is there anything else I can help you with?

Yesterday I received $8,400 which I think is €5,000 the daily max, I'll keep you updated as it happens...still owed $3,759...thx

Thank you for the update, dazbeeche76.

However, according to the information received from the casino representative outside the thread, you should have already been paid in full and received all the remaining funds/winnings. So, there should be no more funds in the account.

I was told that the difference could have been caused by conversions. Although it seems a bit much compared to your calculated disputed amount, I would like to clarify a few things because after going through your posts, screenshots, and game logs again, I noticed some discrepancies.

The game logs you provided upon submitting the complaint show that the last balance status was 90909.04 AUD (the last activity/play on your account), and it should have been on June 8, 2023. But your other screenshots show that you received 11,250 AUD (as one payment) on November 10, 2023. But this payment is in the transaction list as the last one, not the first one. So, it does not make sense that it would have been the first payment made to your payment method at the time the account was closed or when your balance was 90,909 AUD. It rather looks like those 11,250 AUD were a part of the 90,909 AUD that the casino was paying you out. So, it should not be counted on top of those 90,909 AUD, but as a part of them. Or, if I overlooked anything, please, correct me.

Now the questions:

When exactly was your account closed? Can you please provide me with a communication where the casino informed you about it, with a visible date and time?

Since your last balance was 90,909 AUD - which means that it was probably before the account closure, so you did not/could not play further, and it is the last status of your balance - do you have any proof of having a balance of more than 90,909 AUD at the time your account was closed?

To be honest, for now, it is not completely clear about the last funds paid to you. Where did they come from?

Feel free to post the requested directly here, in your posts, or send it to my email (branislav.b@casino.guru).

In the meantime, I will also ask the casino for further details/evidence.

Dear dazbeeche76,

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

Although it is great that the player received the rest of his winnings, unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. The disputed amount will be updated to the alleged 3,759 AUD (the last information from the player). We are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime, but the requested information/details will be needed.

Thank you very much, Axecasino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru