OK8AU Casino - Player claims that payment has been delayed.

Deposited $30 and received a $77 bonus. Minimal withdrawal amount is $535 and playthrough amount is $1100. I net both these conditions and requested a withdrawal of $535.41. It's meant to be pay id, therefore funds should be transferred within minutes. No funds arrived and was told it can take up to 12 hours. This was at 7.25am on the 24/05/24. I waited the 12 hours and then messaged them. Got one reply then basically nothing. I've attached screenshots of the conversation.

Dear Tarik1969,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi. This is one if those sites on Facebook sires that pay out instantly via pay id. Ive never had an issue before with other sites except this one. I've read their Facebook reviews and they have done this to many others.

Dear Tarik1969,

Have you received your withdrawal from the casino yet?

Hi Kristina,

Haven't received anything. I've reached out to them several times and as soon as they realise what the issue is, they don't reply.

Regards

Tarik M***

Thank you for your reply, Tarik1969. Before we proceed with this case, could you please post the casino's website link here in this thread?

Ok8au.com

https://ok8au.com/

Thank you for your reply, Tarik1969. 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?

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.

Hi Kristina,

This was the first withdrawal attempt.

These sites are advertised on Facebook. No verification is required but the account name and bank account name should be the same. Payment is done via Pay ID and withdrawals are done the same way, with payment in your account in minutes. As soon as they said it can up to 24 hours, I knew something wasn't right. Never had an issue with any other similar sites.

Thank you very much, Tarik1969, for your cooperation. 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 Tarik1969,

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 OK8AU Casino, 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 what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

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

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.

Dear Tarik1969,

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,

Natalia