LightCasino - Player's withdrawal funds returned to his account balance.

I had requested a withdrawal on Saturday April 27th. I have submitted all my verification documents via email to their support after repeatedly being told that I may not need verification documents which I know is not true. So to stay ahead of the curve I emailed the verification documents. I noticed today that my $380 is now showing back up in my playable amount. And after contacting support chat they have told me that it's an issue with the payment provider which I I don't believe one bit. The casino was the one that put it back in the playable area. The chat support have not instructed me to resubmit my withdrawal they say it is a priority which I find that hard to believe. Many stories of this casino stalling withdrawals and making things very complicated for their players to get this money.

Dear Chudsexington,

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

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

• Have you been able to request a new withdrawal of your winnings?
• Is it still pending in your account?
• Have you accumulated your winnings with the help of a 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,

Tomas

I do not use bonuses so there was no bonus tied to my deposit. Today I had again requested a withdrawal which I was told it will take another three business days not including the day of request. I was told this two times and on the third time I was told it would take up to 5 days. This isn't an issue of verification documents as they have still not acknowledged or requested my verification documents. I spent over an hour with the customer service agent who told me that they would make my new withdrawal a priority and that they're working on this. Upon being disconnected from this customer service agent and reconnected to a new agent I was told that there is no priority and that I would have to wait till 3 to 5 days again. Upon pressuring the agents more and more. My continued request for support we're being denied and when I finally did get another agent I was told the same generic responses. I felt like I was talking to a computer. I also requested to all three agents I spoke to for contact information for the Malta licensure associated with their Casino and was ignored on All Occasions

I had requested a new withdrawal and now I'm receiving emails from verification and support saying that they cannot process my withdrawal through e-transfer because my deposits were made by credit card. But there is no option for a credit card withdrawal on their website. So again the casino is stalling and not giving me any clear Direction on how to process this withdrawal

Tomas. Are you still with casinoguru?

Havent heard back.

Lightcasino hasnt responded to my last withdrawal email saying I can only withdrawal with the same way I deposited which was credit card yet they have no credit card withdrawal option.

I apologize for not replying sooner.

Could you please clarify if the issues with the payment provider have been solved?

Was the casino able to process your withdrawal? Has the money reached your bank account?

No resolution or response. See attached terms and conditions stated if method of deposit is not available for withdrawal then they will use other available method of withdrawal. But they are not offering that.

Thank you very much, Chudsexington, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  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.  

Hi Chudsexington,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear LightCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player can request a wire transfer or if you can proceed with he manual withdrawal?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Customer, 

Thank you for reaching out to us. 

We would like to inform you that we tried to payout your balance manually to the bank account you provided. However, we are unable to payout due to an error. 

In light of this situation, the only options that we have to payout your withdrawal are Ezeewallet or Mifinity. We kindly ask for your cooperation in creating an account with either of these wallets and providing us with your details. This will enable us to prioritize and expedite the payment process for you.

We understand that this situation may be inconvenient for you, and we sincerely apologize for any disruption it may have caused.

We assure that the payment will be made with priority once we get your wallet details. 

Thank you for your understanding!

Best Regards,

Customer Service 

The only option I can accept is e-transfer or wire transfer.

The information I gave you for wire transfer (manual withdrawal) came directly from the royal bank itself

The issues remain on your end.

I do have a much better account. You deal with them. So that is also an option.

Dear Customer,

Thank you for getting back to us.

We want to express our gratitude for your understanding regarding the payout process. As previously mentioned, the only payout options available are Ezeewallet or Mifinity. To resolve the matter and expedite your payout, we kindly request you to create an account with either of these wallets and provide us with your details.

We understand that this might be an additional step, and we sincerely apologize for any inconvenience it may cause. Your cooperation is highly valued.

Thank you once again for your understanding. We look forward to resolving this with a positive experience for you.

Best Wishes,

Customer Service 

I don't understand why the other methods advertised at your Casino are not available for withdrawal. I also don't understand why the wire transfer is not an option. If your Casino team had put the proper information for the wire transfer it would be complete.

You are telling me that there was an error with the wire transfer and that that cannot be processed now. So my question is why did you request my banking information for the wire transfer in the first place if it does not seem to be a viable option?

After researching the other payment options of mifinity and ezeewallet, I can see that there are fees associated to getting the money into my bank as well as many canadian players having issues getting the money from their wallet to their bank account..

Please explain why you cant process wire transfer or payout through e-transfer. All other casinos with same licensing agreements can, so why can't you?

wire transfer still shows as pending.

what is this about? I did not set up a deposit limit. Must have been set up by your casino.

wire transfer withdraw still showing as pending.

Dear Customer,

We appreciate your correspondence.

We'd like to inform you that, as we work to resolve the issue, we've implemented a deposit limit from our end.

Regarding the pending withdrawal, it was a manual withdrawal initiated by us using your bank details. Unfortunately, the withdrawal cannot proceed and has been canceled.

Since you prefer not to proceed with manual payment through wallets, we kindly ask you to request a new withdrawal from your gaming account to the payment method you used for depositing with us.

We truly appreciate your understanding and cooperation in this matter.

Best Regards,

Customer Service

Seriously? You should be aware that the deposit method I used of credit card is not a valid withdrawal option on your casino......

Hence why we are here and why since april 27th I have been trying to withdrawal winning to no avail.

You continue to not provide answers.

1) why has the manual withdraw not been processed? What was the issue?

2) why can e-transfer not be used for withdrawal when it is a valid option on your website?

3) why are you making such simple requests so difficult? Other casinos in your jurisdiction would have paid this out weeks ago.

I would appreciate you answering these questions for myself and casinoguru.

Furthermore.

Today I spoke to my bank and they said all the information I have provided for manual withdrawl is correct and that there is no issue on my end for receiving these funds.

Maybe you need the information for my home branch although that wasmt requested by you.

Also I have reached out to gigadat who are the company that processes e-transfers to canadians. They also reassured that there is no reason why your casino would have any issues sending me winnings via that method.

Dear Customer, 

We are currently experiencing difficulties in processing payments to your bank. Therefore, we are unable to make the payment, rest assured our dedicated team is working to find a solution. 

In the meantime, we sincerely appreciate your understanding and cooperation. As an alternative, we only have payment options through Ezeewallet or Mifinity. 

Your support and cooperation during this time are truly invaluable to us.

------------------

Dear Natalia, 

We sent you an email explaining the situation. We sincerely appreciate your understanding in this matter. 

Best regards, 

Light Casino 

Thank you very much to both sides for your discussion.

Dear Chudsexington, I understand that you might find it inconvenient to create new e-wallets but, please, understand that sometimes there are certain technical issues from the side of payment providers, and such situations cannot always be influenced by online casinos. Do I understand correctly that you expect that withdrawal to Ezeewallet or Mifinity requires fees and therefore you don't want to try any of these methods?

Yes, due to fees and delays in many bad reviews of people with fully verified accounts taking months to get their money. Light Casino is delayed me enough on their own end. It is very concerning that since late April like Casino has been claiming to have processing issues with their payment provider. Maybe the casino should be on pause until these issues are rectified.

I would be happy to contact your payment provider if you could give me a phone number and an email address. The lack of transparency is quite concerning. I have been extremely transparent with light casino and casino Guru about my dealings with this situation.you simply tell me that there's an issue with the payment provider but you never clarify what the issue is.

I also invite your bank that you were processing manual withdrawals through to invite my Royal Bank to the conversation if there is any issues in putting my information in your system or their system.

Furthermore I do have an account with much better wallet and would be happy to provide them to process my withdrawal through your Casino

I see at the bottom that you have suggested a hint. I would assume that your bank would have let you know if there was any issues with the information I provided and I would hope that you would be forthright with such information if this was the case.

Dear Customer, 

Should you encounter any additional fees during your transactions, please do not hesitate to inform us. We are more than happy to cover any extra charges that may arise, ensuring your experience remains smooth and hassle-free.

Your understanding and cooperation in utilizing our payment options through Ezeewallet or Mifinity are deeply appreciated at this time. Rest assured, we are continuously working to provide you with the best possible service and convenience.

Once again, we extend our heartfelt gratitude for your ongoing support and cooperation. 

Best Regards, 

Light Casino 

Why not much better?

Based on the HASSLE in trying to retrieve my winnings from your casino since april 27th, I trust you understand why I would be hesitant to take your word for covering extra fees or charges.

I am strongly against using those wallet options for reasons stated previously.

I am very comfortable 3 withdrawal options your casino offers for canadians players

1) wire transfer/manual withdrawal

2) e-transfer via gigadat

3) much better wallet withdrawal

Thank you for working with me on this issue.

Dear Natalia, 

We sent you a follow up email regarding our previous communication about the challenges we're facing in the payout process with the payment options specified by the customer.

Ezeewallet and Mifinity are the only viable options we currently have at our disposal for facilitating the payment to the customer and we are ready to cover any extra charges that may arise. 

Regrettably, despite our best efforts, we cannot do much in this situation. Looking forward to hearing from you. 

Best Regards, 

Light Casino 

Dear Chudsexington, as stated by the casino, the withdrawal options you mentioned are unavailable now, therefore the casino is offering you two alternative ways. Since the casino is willing to resolve this issue, I'd like to encourage you to cooperate with the casino and take these extra steps, which may seem to be inconvenient for you. I'd recommend you create one of the wallets (Ezeewallet or Mifinity) to proceed with the withdrawal of your funds because these are the only methods available for Canada at the moment.

The casino representative also stated that they would cover any fees for you, I think we can rely on this statement.

How can they cover additional fees if they only offer the wallets that charge fees?

What payment method will they use to cover fees incurred by the recommended wallets?

Again, further research on those wallets and I am not comfortable dealing with them.

People that have been successful withdrawing from those wallets have been waiting months.

48% negative one star experiences with ezeewallet on trustpilot

66% negative one stat experiences with mifinity on trustpilot

Many horror stories.

*** when will your other payment provider methods be fixed???

How on earth can you not be able to process a successful wire transfer?????

I'm baffled.

Yet your casino is still advertising many withdrawal options that dont work or are unavailable. False advertising at its finest.

How can casinoguru continue to promote such a farce of a casino?

Dear Customer, 

Thank you for your response and for sharing your concerns with us.

We understand your hesitation regarding the use of Ezeewallet and Mifinity due to the reviews you’ve encountered. Your comfort and trust in our services are paramount to us.

We aim to be as transparent as we can with you during this process. Regrettably, we do not have an estimated timeline for when our other payment methods, such as e-transfer and wire transfer, will be available again. Until then, we are committed to providing the best possible support and ensuring your funds are transferred securely and efficiently through the available options.

If you decide to proceed with Ezeewallet or Mifinity, please let us know, and we will guide you through the process to ensure everything goes smoothly. We are also prepared to cover any extra charges that may arise from using these services.

We appreciate your patience and understanding during this time.

Thank you for your understanding.

Best Regards,

Light Casino

Why are still promoting these withdrawal options at your casino.

If you only have 2 options available, than they should be the only options advertised.

Why isnt much better wallet an option?

I picked your casino to play at because of the advertised withdrawal options.

Not offering those options is bad business etiquette and false advertising.

Casino guru, askgamblers and casinomeister should update your profile to list limited withdraw options.

I will be reaching out to them as well.

Also your online support team is still continually telling me that if I deposit with a e-transfer that I will be able to withdraw all of the funds via e-transfer including the previous funds in my account. But again this is information is a lie and you continue to promote this even though you claim to have payment provider issues.

Dear Customer,

We would like to inform you that the MuchBetter wallet is available as a withdrawal option. To take advantage of this service, you need to make a minimum deposit and wager that amount at least once.

Please be aware that we are unable to process manual withdrawals using the MuchBetter wallet. If you prefer a manual withdrawal, we are happy to assist you via Ezeewallet or Mifinity.

Thank you for your understanding and cooperation!

Best Regards,

Light Casino

Thank you for the updates, LightCasino.

Dear Chudsexington, as of now you have three different payment methods that are available for withdrawal, one of which is MuchBetter you mentioned as preferable earlier. Please, let us know about your decision. Also, take into consideration, that you will need to make a deposit and wager it 1x to proceed with MuchBetter, as stated by the casino.

I'm still very confused.

I was told you couldn't use much better wallet because of payment provider issue. Look up in the messages

If that issue has been corrected then why cant e-transfer or write transfer be initiated?

If I deposit $30, I will only have to wager the $30 1x to be able to withdrawal all possible funds?

Including my $380 via much better or etransfer depending on the method of deposit?

Or will your casino say that the previous winnings of 380 are not subject to withdrawing via etransfer or much better because it was previously deposited as credit card?

Dear Customer,

Please be informed that you only need to wager the new deposit in order to withdraw the balance.

There is no need to wager the remaining balance of 380 CAD.

Best Regards,

Light Casino

Dear Customer,

Thank you for reaching out to us.

At the moment, we can only process manual payments via Ezeewallet or Mifinity. If you prefer to withdraw using the MuchBetter wallet, please make a minimum deposit and wager that amount at least once.

We are eager to assist you and resolve your payment as soon as possible. Your cooperation and understanding are greatly appreciated in this matter.

Best regards,

Light Casino

-----------------------------------

Dear Natalia,

We would like to inform you that currently, we can only offer the above-mentioned options for withdrawals. Unfortunately, we are unable to accommodate other payment methods at this time.

We kindly request your understanding and support in this situation.

Best regards,

Light Casino

Thank you for keeping us updated, LightCasino.

Dear Chudsexington, please let us know about your decision, the possible options were introduced to you a few days ago - manual withdrawal via Ezeewallet/Mifinity or withdrawal via MuchBetter with a necessity to make a minimum deposit and wager it once - so you can choose one of them and proceed with the withdrawal of your funds so that we could move forward with your complaint.

I would like to wait for wire transfer like previously agreed upon at the start. That would be the most logical step with less risk and less complications from the money leaving the casinos hands and into my bank account.

All the casino has to do is work with any of the multitude of banks to complete on their end.

Thank you for your reply, Chudsexington. The casino has provided you with several withdrawal options and was prepared to cover any extra fees, showing a willingness to assist you in resolving the problem. Since you refuse to choose any of the withdrawal options that are available at the moment, we cannot keep your complaint open, as we expect that both sides will try to cooperate.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia