Fenix Casino - Delaying payment 3500€ winnings.

RESOLVED
ASA
posted on August 17, 2015.

I deposit 100€ in casino fenix and take 50% bonus, i play throught wagering and more after that too and finally i have 3502,04€ winnings. Now i have there pending 2x1000€ (max cashout 2000€/week) and i made request a payout in 11.8.2015. I ask in live chat in 11.8.2015 do i send verification document right now and get answer :

"carlos 11.8.2015 22.06.50
docs will be requested by cashier

carlos 11.8.2015 22.06.56
do not worry right now"

They never contact me from cashier and today i send verification documents.
Withdrawal is still able cancel and they havent do nothing even if there read in they terms that:

"4.10 Fenix Casino finance department may take up to two (2) business days in order to process the withdrawal, after all the requested account verification documents are received and confirmed."

I have ask in live chat many times what take time so much, why cashier not contact me, why happened nothing and get answer like
"please wait for the reply of cashier"...

ASA
posted on August 21, 2015.

As you can see, daily i have contact Fenix casino live chat and always answers for me like " I'm sorry I can't assist you with this matter. I'm not the cashier"
I dont know what to do and cashier not answer emails. It has gone already 8days since i made withdrawal. Im so frustrated about this situation.

AskGamblers
posted on August 31, 2015.

This case has been reopened upon player’s request and we would like to give it one more chance for a successful resolution.

ASA
posted on August 31, 2015.

I want let everyone know more about this situation. I have contact them livechat almost daily and always get answer "contact cashier, we cant do nothing", i have contact cashier several times with email and get 0 answer. I can see fenix casino have write in this site for one person recently who make complain but never contact me and try resolve this problem. How this kind casino can keep going without pay winning for player, i just wonder. Today i already contact curacao-egaming.com, they just not leave any opinion for me in casino fenix because there is no any way how can i contact them and livchat only give same answer which are not answers for my question.

posted on August 31, 2015.

Hi, kindly provide your username. Regards Henrik @ Fenix

ASA
posted on August 31, 2015.

anttimatias

ASA
posted on September 3, 2015.

Henrik from Fenix casino, why anything not happened my withdrawal? Why you ask me add my username here but you dont do nothing?

It has take already 23days when i made withdrawal, i havent get any answer for several emails which i have send in fenix support and fenix casino cashier.
And livechat keep same line and not give any information about my withdrawal.

I add two more screenshots to show everyone how fenix casino treat customer, i want just let everyone know to think twice before going make deposit here.

They keep going sameway all the time, i think im in same situation with fenix casino day after day.

I have already inform https:­//w­ww.c­ur­aca­o-e­gam­ing.com/ and hope they will put stop this casino.

AskGamblers
posted on September 8, 2015.

This case has been reopened upon player's request and we would like to give it one more chance for a successful resolution.

ASA
posted on September 8, 2015.

Now it have take 1 month(!) since i made my withdrawal, they keep saying same things in livechat, support or cashier not answer emails like they havent done in whole month even i have send several emails for both adress, Henrik who ask my username in here never made anything to resolve this situation, only ask that maybe to get someone believe like they do something to get customers believe this place and made more deposits in this place.

In my first message there is screenshot about livechat conersation with livechat person "carlos" when he said that it take some time because owners casino has been replacing, today i speak with same carlos in live chat and they still replacing owner, i quess...

This is answer what carlos give me when i ask about my wihtdrawal:

"
carlos 8.9.2015 19.58.55
be surre you will get it

carlos 8.9.2015 19.59.42
but I can not tell you when

carlos 8.9.2015 19.59.58
it has been changes in our casino
"

ASA
posted on September 12, 2015.

Now i get answer fenix casino support:

Dear **********,

Please be informed that, regretfully, we don’t hold any information about withdrawals. Please write an email to cashier@.....com to get more information.

Kind Regards

Fenix Casino Support
[email protected]


It seems to be they blame cashier in fenix casino. Its not my problem if they use cashier which is not able to pay winnins so they should change cashier. Its read in fenix casino terms

"4.10 Fenix Casino finance department may take up to two (2) business days in order to process the withdrawal, after all the requested account verification documents are received and confirmed."

Its not in cashier terms, its terms fenix casino where i have deposit money many times and now win first times which have been pending now 32 days.

Casino fenix livechat was always very happy to help when going make deposit but now when problem is with withdrawal they are tough and keep sayin same story "contact cashier". My answer is i have made so several times with many email which is only opinion contact cashier only to see it over and over again they ingore my emaills always.

ASA
posted on September 12, 2015.

Here some proof for all, photo taken 5min ago.

ASA
posted on September 15, 2015.

I think i have give enough changes for fenix casino, betrayed promises, casino terms which is not truth, unreliable casino which just keep taking customers money and i think there i no purpose to pay never, only pay out small withdrawal that they can keep doing this and steal customers money.

I have take this just enough, i have wait 5weeks (!!!!!) my withdrawal, there is NO any excuses for that delay even if "Henrik" from fenix casino comes here ask username just to show customers like they do something but never nothing happened, they are laying people to livechat to management.

I will contact and send all information to Netent and microgaming, maybe they care about that what kin "casino" using them games.

IF SOMEONE READ THIS WHO IS GOING MAKE DEPOSIT IN FENIX CASINO THINK IT TWICE, THIS IS WORST CASINO THAT I HAVE NEVER PLAYED; THEY JUST STEAL YOUR MONEY!!!!!!!

AskGamblers
posted on September 24, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

posted on September 24, 2015.

Dear ASA,
Please note that your pending withdrawals have been issued. We sincerely apologise for the waiting.
Should you need any further help do not hesitate to contact us.
Best Regards,
Fenix Casino

ASA
posted on September 24, 2015.

Yes, there come 3000€ in skrill but 502.04€ is still pending in my fenix account.

ASA
posted on September 24, 2015.

Finally everything is in my skrill account.
Im glad for that but its not good feeling about that and how much time this everything takes from me. They should learn and behave different way against customers.
Thank you.

AskGamblers
posted on September 25, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.