Caesars Casino - The player's withdrawal is delayed.

I made a withdrawal on may 26 and never heard back anything so after couple of day I contacted live chat and was told to wait another 24 hours. Contacted again and was told to wait again and same the next day. Withdrawal was approved on june 2 but i never received my money. On june 8 I called the number for customer service and was told i will have my money in 3 days. Today is june 20 and i still haven’t received my money. I filed a complaint with igaming Ontario 2 weeks ago and never heard anything back from them either.

Hello Yyzpb10,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Caesars Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you for your reply, I only played with real money didn’t even claim the welcome bonus. I spoke to casino staff last night june 20 over the phone and was given a number to call and check. I didn’t call that number as i have already tried many times with casino staff, many times with live chat and over the phone, and was told my money will be in my account in 3 days which was 2 weeks ago. What’s surprising is even igaming Ontario never got back to my complaint.

Thank you Yyzpb10 for all the information. As your withdrawal is delayed over 2 weeks, I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nick,

I called the Casino 3 days ago and was told that in their records it shows that that payment process was successful and was suggested to call global payment gaming services to check. When contacted global payment i was told that they don’t keep data for Ontario residences and was suggested to get back to casino again. Contacted Casino next day and was told that now it shows that money was deposited in my account on june 2nd. I took screenshots for the entire week and sent it to them. Says they are forwarding it to payment department n they will get back to me within 24 hours and its now passed 48 hrs. Every time to spoke to someone either by live chat or phone they all gave me different answers. I was also told that i have 2 accounts and than I told the casino staff that before I made my first and last deposit i contacted customer service via live chat and asked if they could check that if i am having more than one account and I do have transcripts email and can forward if needed. So they can’t find any excuses as I never claimed any bonus as well.

Hello Yyzpb10,

I have looked at your case and understand the situation. Please forward all relevant evidence to my email address (peter.m@casino.guru). I will contact the casino and see if I can help. I would like to invite Caesars Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Caesars 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Peter, I have called the Casino many times and every time get a different answer. My second last call to Casino I was told that money was deposited on June 2nd in my account by same person who told me a day before that he has raised the query and i will get my money in 2-3 business days. I was asked if I can send Screenshots from my bank account which I did send and I was told I will get a response by phone call within 24 hours which never happened. My last call to Casino i was told same thing that money was deposited in my account on June 2nd and then I explained that it was approved on June 2nd by Casino as per it says under my Casino account. This time I was asked to send bank statements for whole month of May and June when withdrawal was made on May 26 and according to Casino deposited in my account on June 2nd. I did sent bank statement for 2 months and its been more than 2 weeks. No response

Hi Yyzpb10,

My last reply happened due to a technical glitch so I deleted it. I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the New Jersey Gaming Authority (https://www.njoag.gov/contact-dge/) and submit a complaint to them. A licensing authority has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter