Bao Casino - Player’s withdrawals have been delayed.

On the 3rd of May 2020 after being informed by support staff that the maximum allowed cash out per day at the casino is $3,200 I requested exactly that amount out of the $6,000 I had won to be withdrawn to my VISA.

I had successfully made one withdrawal from Bao up until this point as I am a fairly new player there, this request was for $400 on the 21st of April 2020 and was paid out with no delay and since then my account has been verified.

The $3,200 was then rejected by finance dept and an email from them asked that in order to ensure a successful withdrawal could I please break my $3,200 single request down into 3x $1000 and 1x $200 so I did this and was assured nothing else was required from me.

I first began the withdrawal process at 9.30am and at 2.20pm the first $1,000 withdrawal was accepted followed by the second one at 4.07pm then the final one at 9.46pm.

At 9.56pm I received an email from support informing me that my withdrawal request had been cancelled due to "technical reasons" with no further information such as whether it was the whole $3,200 they were referring to or how long approximately they wanted me to be kind enough to just wait, I am still waiting and have still haven't been given any clarity to the issue from support staff and need assistance with getting answers and more importantly the remainder of the money I am entitled to.

I feel frustrated and the longer it goes on the less trust I have in them resolving it as I have attempted to contact them about it maybe twice between the 5th of May and now, trying to observe their request that I be patient and they seem uninterested and hopeful I will become the same and just forget that I am owed the $1,000.

Had they been less vague when responding to me and more assuring I wouldn't be here now trying to get help as I would be confident and happy to wait whatever length of time.

When I made my first request to cash out on the 3rd of May I was so excited as a single mum to be getting $3,200 in extra funds and in my head I had imagined I could do a few things I have been waiting a long time to do with my kids and also be able to spoil them with whatever their hearts desired! The two $1000 I did receive had been spaced out so much they arrived in my bank account on separate days then I reversed the $200 as it sat there pending far to long.

I hope to get a relatively quick outcome now I have formally complained and thank you to anyone who helps 🙂

Dear Delehort,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise which payment method you have opted for? Do I understand it correctly that you haven’t received any partial payments yet?

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. Especially, if there’s a technical problem. However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much Adele for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

It is so nice to have had you help me out with this issue Petronela,

I now have hope in getting the answers and the resolution that I have been struggling for two weeks now to obtain on my own.

I really didn't know where to start so am extremely grateful I found you guys!

Cannot thank you enough 🙂

Adele.

Hi

Just checking in to see if there's been any progress at all, haven't heard from Juli as yet and the support staff at Bao keep giving me this exact response when I ask:

"As I see, we have not received any update about withdrawal. In case we have any information we will let you know via e-mail. Thank you for understanding."

Almost three and a half weeks of the same and I am getting less understanding every day.

This is the first negative experience I've had with an online casino's in six years, I always do my research before I sign up anywhere to ensure I can trust them, I can't play here now because I am too scared this will happen again.

Perhaps I should be more patient and "understanding" I don't know, it's just that it is a lot of money to me and I could really do with it at the moment so the desperation is creating stress and anxiety and making the wait seem forever I suppose.

Today I had thought the "pending" status had changed and was so excited but when I went back on second look it is still "pending" so not sure if I was seeing things.

Fingers crossed there is something happening.

Cheers Adele.

Received an email from support informing me the $1000 had been returned to my account balance and that the financial department ask that I make a new withdrawal request.

I have made the new request and it is now pending.

I am confident this time it will be processed correctly as the other payments were made promptly but I will confirm that here asap when it happens so my case can be marked as resolved.

Hello Adele,

Thank you very much for the information. As you can see, this casino has a good rating and we hope that your complaint will be resolved as soon as possible. If you have any difficulties just let me know. I will do my best to help you.

Best regrads,

Juli

Apologies for not updating sooner but very happy to report that I had word from Bao on Tuesday (26/5/20) night via email that the money had been returned to my account and I able to successfully withdraw it and received in my bank account early Thursday morning. Have had two other withdrawals along with this one that have been processed and received also this week which has definitely restored my faith in the casino and look forward to playing there regularly from now on, thanks to all, your help has been very much appreciated 🙂

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.