Wagerinox Casino - Player's withdrawal is delayed.

Hallo,

sehr geerhte Damen und Herren, möchte gerne eine Beschwerde einreichen, weil ich seid 10 Tagen immer das Gleiche im Chat höre.Ich warte immer noch auf meine Auszahlung. Ich habe mich erfolgreich verifiziert, aber ich bekomme mein Geld nicht.

Dear Maria111,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

leider habe ich bis heute kein Geld bekommen.. Ich habe schon edliche E.mails verschickt und die Antwort ist immer die gleiche. Wir müssen warten, warten, warten. Im Live Chat habe ich schon so oft nachgefragt , ich chatte immer mit der gleichen Person names Mila, wie lange es denn noch wohl dauern könnte. Antwort ist immer , sie weiß es nicht. Nach der Frage von mir ob es auch wohl 1/2 Jahr dauern kann, war Ihre Antwort stets: ????. Ich habe per E-mail eine Bestätigung erhalten das ich verifiziert bin. Hatte meine Unterlagen eingereicht, denn ohne Verifizierung konnte ich noch nicht einmal eine Auszahlung beantragen. Jetzt habe ich sie beantragt aber jetzt zahlen Sie nicht aus! Ich finde es merkwürdig, das die das einfach so machen können. Ich habe von meinem Geld 100€ eingezahlt. Vielleicht können Sie mir ja helfen.

Mit freundlichen Grüßen

Maria

Hi Maria111,

• Could you please advise if your winnings were accumulated with or without an active bonus?
• If you activated any promotional offer when placing your last deposit, please forward the bonus link or promo code, so we can identify the promotional offer.

Thank you.

Hallo.

Mein Gewinn wurde mit einem aktiven Bonus angesammelt.

Ich habe den Willkomensbonus genommen.

Mit freundlichen Grüßen

Maria

Thank you very much, Maria111, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Maria111,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Wagerinox Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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.

Hallo, das lohnt nicht. Wenn man sich die anderen Beschwerden hier und anderswo anschaut, dann erkennt man sofort das sich bei diesem Casino nichts tut. Ich danke trotzdem sehr für Ihre Unterstützung.

Mit freundlichen Grüßen

Maria

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 MADRE – an alternative dispute resolution service (click here) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. 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 (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal