The player from Slovenia had been waiting 14 days for a withdrawal request to be processed, despite his account being verified prior to his deposit. Although the casino claimed that withdrawals were processed within 24 hours, he had yet to receive any funds. The Complaints Team had closed the complaint as the casino was conducting an investigation into the player's account activity, and the issue related specifically to sports betting, which fell outside the team's purview.
Makao Casino - Player experiences delayed withdrawal.
Amount: 1,607 ₮
Makao Casino
Safety Index:Below averageSafety Index
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5.6
Makao Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Casino didnt payed out yet. Today is 14 days from withdraw request being made. My account was verified even before my deposit. They say withdraws are processed in 24hours. When i contacted them after 2 days, support agent said it will take up to 14 days. But i did not recived any funds yet.
I did not play with any bonus funds or anything like that. I just played sports (sport bets).
Can you help me somehow?
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1 month ago
Dear lovek977,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please specify if you made any successful withdrawals from this casino before?
Am I correct in understanding that you passed the full KYC verification and all your documents, including your ID, proof of address and proof of payment have been approved by the casino?
When exactly did you submit your withdrawal request with the same payment method you used for making a deposit?
Has the casino specified if the investigation concerns your gameplay or your identity verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Hello,
thanks for quick response.
I have fully verified account. Kyc is completly done.
This is my first withdraw.
They stated:
we are doing investigation on profile and it will takes up to 2 weeks.
Once again i did not play with any bonus funds or what so ever.
Withdraw was made on 02.10.2024, on same method which was used to deposit.
Kind regards
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1 month ago
Thank you for your reply. Since the casino is investigating your account activity and you made bets only on sports, I have to close your complaint. As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting.
Thank you very much for your understanding.
Best regards
Veronika
