Deal Or No Deal Casino Ontario - Player’s withdrawals are delayed.

I’ve requested 3 withdrawals for $30, $95 and $600 none have been received. I made this request on February 16th, February 17th and February 18th my birthday. I then continued to play and won a $1000 jackpot which I had to play though thousands of dollars before it was released. I then attempted to withdraw another $800 on Monday February 26th that makes 4 withdrawals that I am currently waiting on. I contacted the casino on Sunday February 25th to ask why this withdrawl is taking so much longer than all previous ones and this was there response I quote.

"I apologize for the delayed processing time. Our withdraw process usually takes 3 business days to finalize and process, however, our payment team is still trying to catch up from the influx of players we have received, so it will take longer than 3 business days to complete processing. I do see that your withdraws in the amounts of $600, $30, and $95 are in the queue for processing. 

I will send a notification to our Payment Team asking for an update on the processing timeframe, and they will respond to you, via email, with an update, or when this has been completed. 

Additionally, our system will send you an automated confirmation email the moment the payment team has completed reviewing and processing each of your payments.

If you have any additional questions, you can contact us any time and we'll be happy to help".

Today is February 29th and I still have not received a cent from the casino but they contrite to send me offers.

This is the worst of the worst. I would be careful before joining this casino. Seeing what others say seems they are lightening quick to take your cash and even when you play through thousands of dollars they refuse to pay out in a timely fashion. This is not right nor fair and casinos shouldn’t be able to operate in such a fashion. They have no real reason to hold my money other than they hope I will

continue to play so they can get back what they lost. This place should not exist. I am truly disgusted and all I want is my money I won fair and square!

Dear Hewhew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Dear Hewhew,

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 this is Tenneshia,

yes I have made withdrawals before.

yes I have passed the kyc verification.

my winnings was accumulated while having a bonus but i did not make any withdrawals until I was able to clear the bonus. Today is march 8, 2024 and it’s been almost a month now and I am still waiting.

I have a total of 4 withdrawals that I am waiting on the first one being on February 16th to date I have received nothing and I’m still waiting. On February 28th the casino updated their terms and conditions. It now states payments can take up to 45 days. I have a screenshot of it to show it was changed February 28th after I made all 4 withdrawals.

I sent and email regarding the withdrawl today and shortly thereafter this is there response.

"Hello Tenneshia,

Our Back Office Team has decided to change the Terms of Service for processing withdrawals to 45 days instead of 3-5 days from the time it was initiated unfortunately and that could be a reason why you have not received your funds as of yet.

I know this is not what you wanted to hear but I still needed to provide that important information to you. If you log in online you will see that the Terms Of Service has changed. If you have any questions or concerns please contact us back’’

Best,

I have a screen recording of the updated terms of service and the terms were updated February 28th 2024 which is after I made all 4 withdrawl requests. I have sent them that same response and will see what they say to me.

Thank you for your reply, Hewhew. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Did you use the same payment method in the past? Please post a screenshot of your withdrawal history here in this thread if possible.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Last successful withdrawal January 22nd 2024 on the amount of $155. I requested the withdrawal on January 20th and it arrived in my bank account January 22nd for $155. I have only used one payment method and that was email money transfer. This is what I have always used. I have sent you an email of a screenshot and a small video.

Dear Hewhew, 

I am sorry to let you know, but the casino refused to communicate with us regarding this issue. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

There was also a note from casino stating that they are only able to deal with a player directly. I suggest contacting casino one more time and ask about the issue, or contacting the licensing authority.

The casino can reopen this complaint anytime.