The player from Italy had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received yet. She had been informed by the casino that the withdrawal process would take 36 hours, but it had been delayed beyond this timeframe. The Complaints Team had advised the player to wait for 14 days and confirmed that they would intervene if the payment was not processed by then. The player confirmed that she had passed the KYC verification and met the wagering requirement. Despite multiple attempts to contact the casino by the Complaints Team, there was no response. As a result, the complaint had been marked as 'unresolved' and the player was advised to contact the MADRE, an alternative dispute resolution service, for further assistance.
Wagerinox Casino - Player’s withdrawal has been delayed.
Black points: 91
Amount: €300
Wagerinox Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Dear Stefy0,
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
The strange thing is that I was told that it only took 36 hours for the withdrawal and instead 48 hours passed without any communication from them, in chat they told me the same thing that has been said to me for a month by the other casino also 'it is late with payments, that is, they have late payments (house of spins)
Hi, this is another example of the chats I know they have with the casino operators, to my question: CAN YOU TELL ME AT WHAT POINT AND MY WITHDRAWAL?
It seems they have these answers ready
Thank you for your reply, Stefy0. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Greetings
No I haven't received anything yet
Thank you for your reply, Stefy0. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Hi, no I have never withdrawn, I passed the KYC test, I met the wagering requirement correctly with my deposit + bonus
Thank you very much, Stefy0, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@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 Stefy0,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Wagerinox Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Wagerinox Casino, could you please state the reason why the player's withdrawal has not been paid out yet and when can they expect the payment? Thank you in advance for providing the information.
Kind regards,
Dominika
Casino.Guru
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.
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. 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 might 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. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Although it looks like Wagerinox Casino should hold a Curaçao Interactive Licensing (CIL) license, we were not able to confirm its validity, but if you want you can contact the Curaçao Interactive Licensing (CIL) authority(info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
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