The player from Portugal was unable to withdraw 1800€ despite having a verified account. The casino cited a backlog as the reason for the delay. Despite continuous interaction with customer service, no resolution had been achieved. The player confirmed that this had been his first withdrawal and no bonus was used. The Complaints Team had attempted to contact the casino multiple times but received no response. Due to the casino's lack of cooperation and absence of a valid license, the complaint was marked as 'unresolved'. This could have negatively affected the casino's rating, potentially encouraging them to resolve the issue. The player had been advised to choose casinos based on their reviews and ratings in the future.
Wagerinox Casino - Player's withdrawal is delayed.
Black points: 321
Amount: €1,800
Wagerinox Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.3
Wagerinox Casino has a Safety Index of 3.3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
10 months ago
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1 year ago
Hello. On the December 9th i have placed an withdrawal request in this casino. My account is validated and i have placed 1800€ for withdrawal. Since today the money hasn’t been sent and i don’t think i will ever get it. The agent in live chat is always a "mila" which gives automatic answers most of the time. Ive tried to reach out by email but they always say the same. They have a backlog and my payment should be processed soon. Im starting to think this casino is a scam. Please help me if you can. For new players, don’t play here. Believe me. There are plenty other good casinos to play on.
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1 year ago
Dear lsergio114,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Thank you in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
Translation
Good morning. This was my first withdrawal. No bonus was used. Thank you for your attention and I hope you can help me
Automatic translation:
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12 months ago
Thank you for your reply, lsergio114. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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12 months ago
Translation
Good morning. My withdrawal is still pending. Unable to post screenshot
Automatic translation:
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11 months ago
Thank you very much, lsergio114, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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11 months ago
Dear lsergio114,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Wagerinox Casino representative to join this conversation and participate in resolving this complaint.
Dear Wagerinox Casino,
Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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11 months ago
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.
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11 months ago
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,
Stefan, Casino.Guru
