A player from Germany, complaining about the lack of fairness in the payment methods of online casinos, has specifically highlighted his issue with Dama Casino where his withdrawal request of 3400 euros since last Thursday has been pending. Despite providing all necessary documents, repeated cancellation and requests for additional reviews by the management have been made.
Axecasino - Player's withdrawal is delayed at Dama Casino.
Amount: €3,400
Axecasino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Axecasino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I am a frequent player at online casinos and have considered quitting several times, not due to losses, but due to the payment ethics of the online casinos that I cannot fathom. As a player, I am consistently at a disadvantage, so why do they always try everything to avoid payouts? This I do not understand. Half of my circle of friends have stopped online gambling due to this and turned to physical casinos with an RTP of 94% and instant cash in hand. The industry is destroying itself. More people would be gaming online long-term if the casinos were fair and correct. In the case of Dama Casino, where since November I have deposited 570 euros, I haven't experienced this yet. Now, I want a withdrawal of 3400 euros, which has been pending since Thursday. My withdrawal request hasn't been processed since Thursday despite having all the necessary documents. First, they said the managing team hasn't responded yet, then on Monday my withdrawal was cancelled again and I was advised to withdraw via bank, which was a hassle. The chat support, except for Beatrix, provided scripted responses which were appalling. Today, the chat response was that my payout couldn't be issued as the managing team needed to review everything again. I haven’t bet over the maximum stake. At last, I sent an auto-authorization code (or something similar) of the last payment because it was not fully booked yet. My bank advised me to provide the code as a safety measure. I deposited 50 euros via Mastercard at 23:30 for the 150% bonus, and error occurred. I thought the deposit failed, so I deposited another 50 euros. To my surprise, my casino account had a balance of 187.50 euros. Checking my bank account, I realized that the initial 50 euros deposit was successful, so, in frustration, I thought I could have deposited 100 euros at once for the 150% bonus as I only had 150% bonus on the first deposit, and 25% from the daily reload on the second. That's why, to my surprise, I had 187.50 euros on my account. Deciding against arguing with chat support, I chose to play. Hence, I did nothing wrong and provided a copy of the last payment and the auto code to the casino as my bank advised. I suffer from high blood pressure and have spent at least 3 hours daily since Thursday battling with chat support. I haven't experienced anything like this in my 4 years of online gaming. I am exhausted and could sense that like many other casinos reluctant to payout, they will not back down. I am increasingly visiting physical casinos due to my increasing fear and anxiety over my withdrawals.
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1 year ago
Hello scatterjoe,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Axecasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did the casino allow you to accept 2 bonuses at the same time? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
The casino has finally paid out after the days of madness in the chat, actually I don't know anything like that from Dama Casinos either, that they always work quickly and correctly, but thanks to Casino guru for always being there for us gamblers 😉
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1 year ago
Dear scatterjoe,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
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,
Casino.Guru
