Maple Casino - Stalling to pay the winnings it owes me

RESOLVED
posted on July 23, 2016.

After several phone calls from the casino to deposit for a match offer I finally decided to deposit. I ended up winning several thousand dollars and tried to withdraw my winnings. I knew and expected them to as for verification documents however they asked me to sign a specific form to give them permission to use my card for any services. I thought that seemed odd as no other casino has requested that but I signed it. Now I accidently sent a scan of an old credit card I had scanned a while ago for verification that I no longer use. They noticed that was the wrong card and requested the card I used with the casino, so I found the right card and scanned it to them. That should have been it, but now they are asking that I rescan the back of the "OLD" card since its faded and send it to them. This is however impossible as I no longer have that card as the one I use now has replaced it. What I want to know is why they required that card at all as I NEVER USED IT WITH THEIR CASINO. It seems they are trying to avoid paying the money they owe me. I have sent them all the verification that any other casino has needed and then some. Why are they requesting a credit card that I haven't used with them and that has been discontinued. Please help me get my rightfully owed money from them.

AskGamblers
posted on July 26, 2016.

Dear @EdithH,

Please make sure to update your complaint accordingly and clarify the amount of the disputed withdrawal request.

Thank you for your cooperation.

posted on July 26, 2016.

Good day EdithH,

Apologies for the delay in the processing of your payment. I have liaised with the withdrawals manager and the withdrawal has been paid today via regular check.

Once again, our sincere apologies for the delay.

Regards,

Craig M
Complaints Manager
Maple Casino

posted on July 26, 2016.

Dear Askgamblers,
It seems the Complaints Manager has resolved the issue which is much appreciated. However, if you'd still like documentation for your records i'll update my complaint here as I don't know how to update the original post. The amount was for $1000.00. After several frustrating emails having to explain that I no longer use or had the card they were requesting, and having to resend all the same verification info I sent them I still got the same answer saying they needed the back of that card signed again. I've attached some of my correspondence with a customer consultant and online chat (there's a lot of redundant emails I didn't include). If you don't require this information for documentation please disregard it. Once again, thank you very much for helping me get my withdrawal!

posted on July 26, 2016.

Hi Craig,
Thank you very much for processing my withdrawal.
Edith

posted on July 26, 2016.

I'd like to add that I've received the most prompt and highest quality of customer service from Craig in resolving my concern.

AskGamblers
posted on July 27, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.