AztecParadise Casino - general discussion (page 2)

They still do not have a way to withdraw. There is no issue with the addresses, they are working BTC addresses - the issue is that the casino has errors and is making it impossible to withdraw.

It does this whatever address you put in

In this case, I really hope that our complaint team will be able to get in touch with them regarding your case soon and find out if it is some kind of technical glitch on their site or what is going on.

I had an account with these at start of the year along with their sister site Mr Jones casino, honestly this is the most corrupt one I’ve seen so far, they refused to close my account due to gambling problem, even when I had expressed that they just ignored all correspondence. I tried to talk to them through live chat it was either ‘wrong email so can’t identify you’ (it was the correct email) or they told me to contact via email, which they never respond to anyway, eventually they disabled the live chat on my account. Mr jones casino was similar, I did contact the casino manager, Jack, in regards to using third party payment processors using incorrect MCC to bypass gambling blocks, at this point my account with them had been closed, he however said that he had opened my account back up with £250 credited to it for the purpose of withdrawing, despite me saying that I had a gambling problem!! Not only that but as my account was not verified I couldn’t withdraw it anyway, sent all the documents and never heard back!

Would you like our complaint team to have a look at these cases of yours?

If there was some deposit after you indicated that you have a gambling problem, perhaps we could even help you to get it.

I will post the link here for you if you would like to file a complaint.

It is unacceptable, of course, to open the account after you wrote about your gambling issues.

Yes please, just had a look at complaint form, I can’t find the casino ‘Mr jones casino’ though, I can find their sister site aztecparadise.

However aztecparadise, I was still able to deposit even after requesting an account closure due to gambling problem, I have all evidence showing this

tom@email.aztecparadise.com

Sat, Jun 14, 12:44 AM (2 days ago)

to me

we are obviously not a scam site. if you have a complaint please send it

to the casino manager, with detailed information about your case.

the address: casinomanager@wizardslotgames.com

This is meant to be the casino manager.....not even the same email address!!! They have ignored me for a month other than saying I can't withdraw funds to any address that I have tried....

If you are unable to find the casino on the list, please use the option "casino not on the list" or choose any of the casinos and explain in the text to which casino you would like to submit that complaint, and our team will fix it.

I can see that you already submitted the complaint for AztecParadise here, and we need some additional information from you. Please send all the requested documents whenever possible.

Did you get any new information from them, though?

No - just been ignored so far

That's a shame, really.

Hey. Your complaint has been reopened, and as soon as Michal needs some evidence, he will surely let you know. Do not worry at all.

If you need to edit or even delete any of your posts, please feel free to do so at any time, of course. But only if you have a good reason for that. I believe that it is not necessary to delete anything here, but it's up to you.

This was the only way I could try and get my message across. After I sent it, I think all this information has already been passed on

Hello, just in case a little explanation might help, here it is:

The complaints are not automatically fully public, unlike the forum posts here. Therefore, even if you post something confidential in the complaint thread, Michal has the ability to mark it as "sensitive." Also, you can always send him an email if you like.

As Romi stated, you are not required to take any action until the complaint handler notices you. There is no need to worry. 😉

Thank you.

Even though my account has been closed by self exclusion (which only happened after a complaint raised via guru), I received an email from them today offering me a bonus.

So they can offer bonuses, but not handle and resolve complaints.

Oh, that is still quite a pain. It may appear that their preferences lie elsewhere, and I will not say the opposite, especially in such circumstances; however, most casinos these days do not handle promotional campaigns themselves. Typically, a third-party partner is hired in the same manner as payment providers.

The unfortunate side effect is exactly as you described. 🙁.

I did wonder about the 3rd party but this came directly from their customer service email.

I expected this anyway as it's nothing new.