HomeComplaintsOXI Casino - Player’s struggling to withdraw his winnings.

OXI Casino - Player’s struggling to withdraw his winnings.

Amount: €11,376

OXI Casino
Safety Index:High
Submitted: 31 Jul 2022 | Case closed : 20 Aug 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Spain is experiencing difficulties withdrawing his funds. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

Hello, the casino itself is very good, it has a lot of variety of games and the day I registered I already read the withdrawal condition of €400 every two days, so far so good... but what I didn't understand and I still don't have solution is that on 2022-07-29 11:28:09 I requested my first withdrawal of €400 and it still appears in pending status... I write to customer service to see what happens and I am surprised to see that they answer this .>>>>Unfortunately, your account was not found. Please provide your username or email that you used when registering. This is necessary to check the information. Thank you.<<

Automatic translation:
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2 years ago

Dear Raul_r6,

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 understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Have you received any registration email?

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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2 years ago
Translation

Hello, if my account is completely verified, they sent me an email confirming it... supposedly they tell me that it depends on the job they have, but of course in other casinos they accept it in less than 24 hours...

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2 years ago

I fully understand your frustration, Raul_r6. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Could you please advise if your account is accessible now? Thank you.

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2 years ago
Translation

I mean, if I understood you correctly. Are they going to make me pay all the total money that I have in the account in 2 weeks?

Automatic translation:
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2 years ago

I mean that we allow two full weeks for each casino to process withdrawals and only then we intervene. Please bear with me for another 5 days and if there are no developments by the end of this week, we will intervene.

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2 years ago

Dear Raul_r6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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2 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

 


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