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AfriCasino - Becoming Ridiculous & Unprofessional

RESOLVED
JDPrior South Africa
Posted on October 5, 2019

Hello I have had it with being shoved from pillar to post trying to make a withdrawal of a measly amount of R1400. I submitted all documents requested (around 7 or 8 times) each time being told it was too large.... FINALLY i seemed to find a competent Customer Service guy and he said i may send it Via the chat. I Was finally emailed to say my withdrawal was approved (halleluja.... or so i thought) after around a week of sending and resending documents. i was told it would be within 5 days (working)...... this was on the 20th. It is now going into the 2nd of the following month. so i messaged to see what was happening and was again shocked to hear they needed MORE "information" from me. Now what P**SED me RIGHT of is that whoever the fool doing they illusive payments is , They should have had the presence of mind to make contact and let me know this was needed.. But instead its left. Through all this they still have the audacity to email me their "offers" expecting me to deposit again!!! I actually liked this casino (as far as online goes), but considering the amount of money i have spent over the last year and a half there, and this being my first actual attempt at a withdrawal, i have changed my outlook on them. Their so called service is rubbish and i very much doubt i shall be depositing there again! Please see screenshots of emails that i explained to you! thanks and i hope this gets sorted out before i expire of old age!

AskGamblers
Posted on October 10, 2019

This complaint has been reopened as per AfriCasino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on October 10, 2019

Dear JDPRIOR

Thank you for bringing this matter to our attention.

On the 23rd of September 2019 your withdrawal payment of 1400 Zar was processed through Visa CC2162, unfortunately, the payment was declined as payment to the card was not supported.

On the 24th of September 2019, the finance team requested for a Bank Statement to be able to process the payment through international wire transfer.

We see that your Bank statement and bank confirmation were verified on the 2nd of October 2019.

We can confirm that the payment request was sent to the payment processor on the 5th of October 2019. Unfortunately, the intermediary bank has not accepted the payment until today the 10th of October 2019. Please be advised that the delays with the intermediary bank are out of the casino’s control.

We apologise for the inconvenience.

Kindly update us once you receive the funds.

Sincerely

AFRICASINO

AskGamblers
Posted on October 10, 2019

Dear @JDPrior,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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