Wagerinox Casino - Player's withdrawal has been delayed.

Hello, I have a problem like everyone else here! I won 460 euros and my account is verified! Despite this, they have not paid out! I requested the withdrawal on 24/12 and today it's 14/1! In other words, it's been 3 weeks! I want this resolved like everyone else who hasn't received their winnings! This is both illegal and unacceptable! I have contacted them daily by email but receive no concrete responses!

Dear LarsQout,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• 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?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi yes that's right! I'm really not in a hurry to get out, but it's always nice to get your winnings! Yes exactly, I have contacted customer service who regrets the delay and will deal with it! From what I understand, the withdrawal is in any case under treatment, so it should be treated, one might think! I can absolutely wait a month, but if it starts to be 6 months, you should question whether the casino in question is operated with a valid license! As I said, I played without a bonus and don't know if there is a technical error! But they say they will treat! And now I have said kindly to them that I will give you 1 more week! Otherwise, further action can be taken by me, which I want to avoid

Thank you very much, LarsQout, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear LarsQout,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Wagerinox Casino representative to join this conversation.

Dear Wagerinox Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

That's good! It honestly feels that way

this is hard to solve but we can try! According to them, the money should remain! I can easily wait another month but would be grateful if they would agree and pay us Sten! I have never experienced this behavior at any other casino! This is unacceptable both for me and everyone who won or did not receive their winnings!

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 LarsQout,

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,

Mirka