Wagerinox Casino - Player’s withdrawal is delayed at Wagerinox.

(Bin Spieler aus Deutschland)

Hallo zusammen,

ich habe bei Wagerinox mit Bonus gespielt, den Bonus umgesetzt und eine Auszahlung beantragt. Das ist nun mehr als einen Monat her, aber das Casino hat noch nicht gezahlt. Ich habe schon ein paar mal den Livechat kontaktiert ,aber bekomme immer dieselbe Antwort:

We deeply regret the delay in the payout. We are working diligently to catch up and sincerely appreciate your understanding. I will promptly forward your complaint to the finance department.

Mein Account im Casino ist bereits verifiziert, und beim Spielen habe ich mich auch an die Bonusbedingungen gehalten.

Ich danke Ihnen für die Hilfe.

Mit freundlichen Grüßen

Ruben

Dear Rubeng93,

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?
• Was this your first attempt to withdraw winnings from this casino?

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

Hallo,

Ja, mein Auszahlungsantrag steht noch aus und im Livechat wird mir immer gesagt, dass die es an die Finanzabteilung weiterleiten, aber es passiert nichts. Es war mein erster Auszahlungsantrag in diesem Casino und von einem Systemproblem weiss ich nichts

Gruss

Ruben

Thank you very much, Rubeng93, 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. However, I would like to warn you that it seems to be a common practice of Wagerinox Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear Rubeng93,

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

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 Rubeng93,

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