Phoenix888 Casino - Player's withdrawal is delayed due to alleged rule violation.

I deposited $50 of my money & took a $10 additional bonus. I met the 2 x roll-over & 3 x turnover requirements. I didn't buy any features, I didn't breach any rules.

I tried to withdraw my winnings at $400.20. The withdrawal request was rejected & the $400.20 was returned to my wallet but I couldn't access games to play. I tried withdrawing it again, it was rejected.

The customer service team told me I had violated their rules by saving a feature (I don't even know what that means or how to do it). I asked for proof as in screenshots of violation but they won't provide anything. I asked for details of the violation so that I can stop from making same mistake in the future but they won't give me ANY details.

They keep telling me that giving me any information will breach their internal privacy policy and that the violation has been confirmed and nothing will change that.

I literally have no information, I have asked for information to confirm violation as follows:

what time?

What game?

What feature?

Amount of bet?

Balance in wallet?

They will not provide any answers or information, nothing at all.

Please help. I just want my $400.20 & then I will never play or log in to their site again.

Dear HoneyMelt73,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Phoenix888au.com.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide a screenshot or a chat transcript detailing the accusation against you?
• Have you successfully completed the wagering of the bonus?
• Have you played the same game with active bonus funds and later with real money?
• Could you please share with me your communication with the casino supporting your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I deposited $50 of my money & took a $10 1st deposit bonus so my starting balance was $60. Roll-over was 2 x deposit =$100 & turnover was 3 x balance = $180.

I had the balance almost at $1000 but stupidly lost most of that & decided not to be greedy and withdraw at $400.20.

They are no longer communicating with me. I will attempt to retrieve my chat history to send to you

I can no longer send messages via the chat tab on their website. They have deleted several pages of the chat namely the pages where their grammar was nonsensical or their staff exceptionally rude.

I've sent 8 screenshots of what remains of our chats.

They credited my account after each rejected withdrawal however the $ couldn't be played or withdrawn, after the 3rd rejected withdrawal, they completely wiped the $ from existence and set my credit at $0.

I met all roll-over requirements & adhered to ALL game rules. I met the turn over requirements for withdrawal. The amount of withdrawal was within the bandwidth of min-max limits stated.

They have ZERO cause to not pay me my winnings.

Please help

This is my username details for their site

Confirmation of deposit, bonus & withdrawal.

My betting transaction history is strangely unavailable

Thank you very much, HoneyMelt73, for providing the necessary information. I will now transfer your complaint to my colleague  Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear HoneyMelt73,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Phoenix888 Casino representative to join this conversation.

Dear Phoenix888 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Mirka

Thank you for taking on this complaint for me, your assistance is very much appreciated.

What happens if the casino doesn't respond within the specified time limits?

Mel

Hi Mirka

Thank you for taking on this complaint for me, your assistance is very much appreciated.

What happens if the casino doesn't respond within the specified time limits?

Mel

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.

Basically if they don't respond they don't have to pay me, is that right?

So what benefit is it to them to respond?

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka