Christchurch Casino - Player's withdrawal is being delayed.

On March 14 I requested a withdrawal of $4,500. 4 days later on March 18 my withdrawal requested was rejected with no reason give. On March 18 I requested a withdrawal for the same amount using a different method "bank transfer". The withdrawal was pending for 13 days. After almost daily communications via live chat each and every time they sighted "Issues with Inpay". On day 13 I spoke with someone on the live chat and challenged them on the Inpay situation and stated my withdrawal method has nothing to do with Inpay. They agreed and informed me of a list of bank providers that offer a transer without Inpay. So they canceled the pending withdrawal and asked me to process the withdrawal to the advised bank account. They also stated they have advised the payment team of this and the payment team will process manually so Inpay isn't used, also to allow the normal 24-48 hours for approval. Now 19 days later still nothing.

All KYP checks are completed.

I have screenshots of live chats and have had no replies to emails both support and complaints email addresses.

Seems like a company trading on a good NZ brands name that is a scam.

Dear shaneRC67,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

Hi Petronela,

Yes they advised a specific bank Westpac bank is an acceptable withdrawal method for direct bank transfer. I also followed their request and provided proof of deposit request from this same account.

Each time I ask for updates it only then they request something different or inform me of "technical issues" seeming very much delay tactics to withhold payment.

Thank you very much, shaneRC67, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

Hello shaneRC67,

I'm Michal, and I have taken over this complaint. I have reviewed this case and as my colleague Petronela mentioned the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence and this is not always in the "casino's hands." I will contact the casino to shed more light on this matter.

We would like to invite Christchurch Casino to join the conversation.

Dear Christchurch Casino,

Can you please provide information regarding the delay in the player's withdrawal? Can you please elaborate on the "technical issues" that supposedly caused the delay? When will the player's withdrawal be processed?

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.

Dear shaneRC67,

We are sorry to hear about your experience and thank you for your feedback.

Recently, we experienced a technical issue with our payment service provider, which has resulted in unforeseen delays. We can confirm that your withdrawal has since been successfully processed and note that this was confirmed with you via email on 10th April 2024.

Should you have any further questions or concerns, please reached out to our Customer Support Team.

Regards, 

Christchurch Casino

Thank you for your response and clarification, Christchurch Casino.

Dear shaneRC67,

As per the casino's response, your withdrawal has since been successfully processed. Can you please confirm the receipt of the funds?

Dear shaneRC67,

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

Hi there,

Apologies for the delayed response. Yes I have now received payment.

Thanks for your help

Great news, shaneRC67. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru