Casino Eagles - Player’s withdrawal has been delayed.

Dear Casino.guru,

On the 26-07-2022 I did a withdrawal on casinoeagles.com (3500,-) and the withdraw is still not paid out.

Since i've tried to change password on the website I don't have any access to my account anymore. In my opinion i got locked out by the casino because I have a

I've sent multiple times an e-mail to casinoeagles1@gmail.com/dianne.caseagles@gmail.com but have not received any answer since I started playing on this site more thenn 1,5 months ago.

After checking my e-mail I'm always receiving bonus offers from dianne.caseagles@gmail.com, but when i reply her about my case i'm still getting no answer. I am very afraid that I won't get paid out my whitdrawals because they refuse having any contact with me or not allowing me to reset my password on the website. For me it feels very fake and if they won't reply or either pay out my pending whitdrawals then I am afraid to make a case at the CreditCard company to claim my money back and they will claim the money back of the relevant casino.

There is also no livechat available/phonenumber.

Could you please take care of this case or help me at least out how I can get in touch with them?

thank you in advance.

Brett

Dear Trustworth,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Good morning Kristina,

Thank you for your quick reply.

I am understanding that I have to be patience in this sort of cases, I will try my best.

Sadly the other thing is that I do not have any access to my account anymore, I am afraid they have locked me out. First I thought it was because of a password reset but I have tried it mutiple times and my access is still denied. They are never responding on any of my emails for more then a month now so I am worried about this. 

Could you atleast already help me out with this so I can have access to my account in the meantime while waiting for approval of whitdrawals?

Hope hearing back from you soon.

Kind Regards,

Thank you for your reply, Trustworth. I understand your frustration, but as long as you have not been informed that your winnings have been confiscated, we assume that your withdrawal is on its way. Therefore, I would recommend that we wait for two full weeks. If your withdrawal is not processed and your account remains blocked, we will get in touch with the casino to find out what the issue could be.

Thank you in advance for your patience and please, let us know if there is anything new in the meantime.

Hi Kristina,

Thank you for your reply.

I haven’t heard anything so far from the casino about my pending withdrawals / password reset.

The password forget also doesn’t work on the website.

I have created on time screenshots, can you add @casinoeagles to this post to reset my password and follow up on the withdraws?

We’re waiting now since 26th and still no answers on any e-mails to:

dianne.caseagles@gmail.com (bonus e-mails still dome)

casinoeagles@gmail.com

casinoeagles1@gmail.com

Thanks

Thank you very much for your patience, Trustworth. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Trustworth,

I will assist you with your complaint from now on. I would like to ask the casino representative to join the conversation in order to help us resolve the issue.

Casino Eagles,

Could you inform us about the status of Trustworth's withdrawal? Could you advise on how Trustworth can regain access to his account?

Trustworth,

Any communication you wish to submit to us regarding the case please send it to my email address at tomas@casino.guru Much appreciated!

Hi Tomas,

Thank you for your quickly response!

Much appreciated.

All e-mails sent to casinoeagles have been forwarded to your e-mail adress with screenshots of the balance and open withdrawals before my account got "locked"

On the withdrawal page it even says 1-2 working days till the withdrawal has been approved and a few days later the account got locked.

After filling in 20 times the contact form/sending e-mails there was simply NO response from the casino.

Hope you will be able to help.

thanks

Hello Trustworth,

The casino representative contacted me saying he is currently unable to reply directly to the complaint thread. There are currently chargeback requests for 4 transactions associated with your email address.

Could you please tell us if you contacted your bank or a payment provider you used to deposit and requested from them to reverse these transactions?

Good afternoon Tomas,

thank you for your update regarding my case.

when I did my request for withdraw on the 26-07-2022 I did not get any reply for more then 2 weeks in a row. In the meanwhile I got blocked by some reason of my account, this was BEFORE I made any contact with payop(payment provider).

I contacted them after 2,5 weeks when the withdraw has been made to ask them if they had any contact details of the casino. So casinoeagles is currently using this as reason why they blocked my account even this was way far before that.

I hope you take this seriously because it feels that casinoeagles is making all new lies to not pay out any withdraw. I guess no one has ever paid out a withdraw on that casino.

In this case there was NO CHARGEBACK only finding a way to get contact.

The withdraw should be no problem to be paid out since there is currently enough balance!

hope hearing back from you soon.

Kind Regards,

Hello,

I apologize for the late reply.

I would like to ask Casino Eagles to reply to the complaint, detailing why the withdrawal was delayed to begin with and what was communicated to Trustworth regarding the withdrawal process.

Please send any evidence to my email at tomas@casino.guru

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’.

Dear Tomas, 

I am feeling very sad that CasinoEagles is refuse to answer on any of your questions. 

I do understand that they are enjoying their holidays but in fact there always need to be someone who has to respond to any cases like this or general questions. It is making me very stressed and dissapointed that I have to wait for more then a month already to receive any reply. 

Again I will be patience and I am looking very forward to their reply. 

Have a good day for now. 

Kind Regards

Hello Trustworth,

the casino representative announced they are unable to reply due to the location of their business trip. I expect they'll reply within the next few days.

Hello.

the client have not been paid, due to the dispute with our bank, theirfore the client account has been closed already, and waiting to see the dispute resolved asap.

For now of course no withdrawal payment will be done so we avoid any fraud .

Thank you .

Good afternoon Casinoeagles,

There was no dispute from the bank and it got already sorted out from payop end.

i have only asked them how to get in touch with you because you NEVER replied to my emails.

why did i never get an reply?

Even though looking forward to the case, how can I continue paying out the whitdrawal.

I hope we can sort this out together.

Kind Regards,

Brett

Hello all,

Casino Eagles,

taking into account these circumstances, will you reopen Trustworth's account and allow him to withdraw?

If I understand correctly the withdrawal request from the 26th of July was pending for a long time. With no way to contact you:

Could you inform us about the status of Trustworth's withdrawal, before he contacted your bank? Could you advise on how Trustworth can regain access to his account?

Much appreciated!

We sent you the email of the bank, about the dispute. therefore we will not reopen the account.

THank you .

Dear Casinoeagles,

There have not been made any dispute from my end and also no chargeback.

Let’s continue forward and proceed in processing my withdrawal of 3500,-

We’re now busy since 26-07-2022, 0 e-mails from support sent to me?

The last option from my end was to contact the payment provider to ask if they can get me in contact with your casino.

There is even no case at PayOP, let’s be fair and payout the winnings like a regular casino.

In your opinion contacting Payop would make lose the player all his balance included deposits?

There is NO money ever turned back to my bankaccount/CC

If this would be the case @Casinoeagles please provide me with the date of the transaction + amount.

@Tomas already thanks for taking this case seriously and sorry for all the time you have to spent into it.

Casino Eagles,

How long do you require to resolve the dispute and do you require anything from Trustworth in order to resolve it?

Hello.

The chargeback has been done so nothings has to be done here.

we are waiting for the final notice from our bank. but usually chargeback dispute takes about 6 month.

If the client was just sending his documents as requested and not raising chargeback, we were not into this situation.

Kind Regards.

Casinoeagles.

Dear Casinoeagles,

Thank you for your reply.

This is insane if you had contacted me before on ANY e-mail of the 30 i could have been informed that the documents would have to be uploaded.

Please proceed in providing the evidence of the "dispute" and how much you are sending back to my bank account (entire balance should be 3500)

@Tomas it seems casinoeagles is not answering all the questions / providing evidence of all e-mail contact.

@Casinoeagles what would you aspect from a player if they don’t get any reply on any e-mails?

do you think they will wait months for a withdraw if you stated in your Terms of Services that a withdraw takes 2-3 days?

How does it feel to take money of a student which fairly won the money on your casino?

There is no lost been made from your end of a called "dispute".

Please proceed in providing casinoeagles evidence about the dispute and the money which you have "lost"

Also provide me which will be the amount i can expect on my bank ASAP.

Hello all,

Casino Eagles,

Could you please provide evidence on how and when you requested the documents from Trustworth?

Also, please provide evidence the dispute concerns a chargeback from the player on my email address at tomas@casino.guru Much appreciated!

@tomas we just sent you email about this topic .

regards.

Casino Eagles,

the email you sent on Thursday 22nd September is related to another complaint that is still ongoing and doesn't answer my questions.

Please provide evidence of the claims you made regarding how you requested Trustworth's documents and proof that the chargeback has been requested on the Trustworth's deposits I asked of you in my last post, otherwise, we'll close the complaint as unresolved, due to insufficient evidence provided from your side.

Good afternoon Thomas, 

I cannot understand why casinoeagles can get away with this issue so very easy. They refuse to reply on any your requests and are creating lies after lies. They never got the intention to pay any winnings from my account out to my bank account and the entire ‘dispute’ is one big lie to find a way out from their side. 

I am very dissapointed because I feel nothing will happen after this complaint is closed because they refuse to send you any prooff. I am very afraid they get away with this very easy and other people will continue playing on this casino and will get the same scam again and again….. 

I do not get why casinoeagles still has a good rating of 7,5 on your website. After all this issues you cannot support them with such a good rating. 

I hope they casinoeagles will reply withing the given time and show you ‘prooff from their side’. I hope you can advise me in what to do next if they refuse to pay out any winnings.

@Casinoeagles can you give a follow up on the post?

The timeframe is 7 days to follow up.

Also a question: Why did you remove the balance of my account?

Kind Regards, 

Brett

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’.

Hello Trustworth,

Unfortunately, the casino stopped reacting to our questions, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The Casino's claims that you were informed you need to verify your account and how to do so in a timely manner weren't supported by evidence. The casino also hasn't provided evidence of its claim the dispute they have with its payment provider constitutes a chargeback.

Under these circumstances, we are closing the complaint as 'insufficient evidence from the casino'

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.