Complaint #8 AfriCasino

Delaying payout after successful account verification

By ulrika v.

7 years ago

I first made my withdraw round the 4th of March 2019, they then asked for documents which I sent all immediately. Then they said all documents were verified and approved. And on the 11th of March received an email saying withdraw approved payout within 5 working days. Yet nothing happened so I send an email asking and that is when again suddenly they needed more and more documents. Didn't even have any regards to the withdraw. This went on for more than 3 weeks. Then on the 28th of March again after sending all asked for documents, I received emails again saying all documents are verified and approved. Yet till date, nothing was paid, no emails nothing, so then I go on live chat but those agents are rude and just keep saying they do not work with the withdraws, finance just says payment will be done soon. I will attach some of the emails also print screen of the chats I had.

Disputed Casino AfriCasino

Reason Verification issues

Discussion

AskGamblers

• Support Team

7 years ago

Dear @ulrikavdw,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Please 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.

AfriCasino

• Representative

7 years ago

Hi ULRIKAVDW

Please kindly let us know if you have received the funds.

We wish you all the best.

Regards

AFRICASINO

ulrikavdw

• South Africa

7 years ago

I have just received my withdraw payout this morning, strange how fast it got paid now. I would like to just respond to Africasino post regarding not sending the right documents. This is utterly incorrect, I have email after email as proof that is always send all documents asked the same day they asked for it with dates and everything.

They just kept asking for more and more documents each time, and then with every email it takes more that 3 days for them to respond, and this went on from the date of withdraw 4th March up until the 28th March. When I received a email saying documents verified withdraw being processed, and since that email I had to log a complaint for them to finally do the payment today 11 April.

I will also attach a print screen of an email I received on the 11th of March that clearly states withdraw is processed and will be paid in within 5 working days.

AfriCasino

• Representative

7 years ago

Dear ULRIKAVDW

Thank you for bringing this matter to our attention.

We have investigated your concerns and we see that the withdrawal payout was processed on the 14th of March 2019. However, the payment was rejected by your Visa card issuer and you were notified.

We understand that you were requested to provide Bank Statements and banking details in order to process the payout by wire transfer. The finance team has not received the correct bank statement until the 28th of March 2019. The payout was sent to the 3rd party payment processor, however, we are still waiting for their confirmation that the payment went through successfully.

Lastly, the Casino apologizes that your experience with our Casino Live Chat agents has not been to your satisfaction.

We thank you for your patience and we will update you when the payment is successful.

Kind regards

AFRICASINO

AfriCasino Complaint Stats

Resolved 9 / 10

Avg. Amount $336

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

AfriCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 8 out of 9 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

AfriCasino Complaints

See all complaints for this casino

Delayed Withdrawal 2000 ZAR

Good day,

My withdrawal for 2000 ZAR was approved beginning February 2022 and I received an email that the wire transfer was done on 11 February 2022. After the normal waiting period, no funds were received from my side and I was informed due to some technical issue the funds were returned to Africasino. I had to send proof of another bank account which was verified and then I was told another wire transfer was done on 28/02/2022 into my new account. After 5 days I've checked with my bank but no funds have reached my account yet. I also requested the Trace ID of the wire transfer so that my bank can investigate from their side on numerous occasions from Africasino but no one can provide me with it.

Can someone please look into this matter in order to resolve my withdrawal issue?

Regards

Resolved

€115

Withdrawal approved but never received the funds

I played this casino for the very first time and deposited money totaling to more 4000 from the 2 of April 20 to the 16/04/20 and I requested a withdrawal of 2000 that was approved and never got into my acc. I contacted them several times and they asked me to ask my bank with a ref number buy bank said no transaction got that ref no. So went back on chat again and was told to send bank statements so they check. And according to them payment was made on the 16/04/20, but never got it into my acc. So every other day am told to come tomorrow cz finance dept is checking my statement and several times I ask for case number no agent supply it they just hang up and end the chat. The bank statement is only 3 pages and all the references numbers of all the transactions made within the time they claim they paid me is in one column and very clear.
I have all the proof to attach if need be. Thank you.

Resolved

R3,000

Terms of gambling not met

The withdrawal process is long its been two weeks and I am still waiting. I submitted withdrawal on the 17th, delays happened due to verification of documents I could see but they insisted they could not see. Then on the 23rd the withdrawal was approved. The support keeps telling me the same thing, payment approved but it has went beyond the 5 days withdrawal period. Not advisable for someone who wants to use their winnings. Not even sure if my payout will ever happen. They can't even confirm that if payment has been made yet. I really need help

Unresolved

R12,000

Becoming Ridiculous & Unprofessional

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!

Resolved

R1,400

Not resolving missing deposit issue

R200 deposited on 23 Aug. Never credited even though I has several queries on chat and e mail and treated poorly. They claim that they are waiting for feedback from EasyEFT. I got answer within 1 hour that payment went through. They just dont care. E mails are ignored. On chat they just have a no care attitude.

Resolved

R200

Delaying payment for the second time

Good Day Ask Gamblers Team

I have laid a complaint against this Unethical Casino before.

After all they have emailed me again with empty promises and a R500 cash to my account and promise after I waited 3 weeks for my previous withdrawal that they have a fast track withdrawl system in place for all their VIP Customers.

Jason the so called VIP Manager was the one contacted me.

On Wed, 13 Mar 2019 at 15:42, Africasino Support wrote: Hello

If you not aware, you have R500.00 Real Cash to use as you please. Come and have fun. Our systems have been upgraded for faster withdraws.

Come login and play, you have nothing to loose.

Regards

Jason,

VIP Account Manager

On Wed, 13 Mar 2019 at 18:09, Africasino Support wrote: Good Evening

Thank you for your inquiry about withdraws, I am sure you want to win and have fast withdraw! We have fast track payouts for our VIP players, also your account is verified and you are eligible for fast track withdraw

Come on chat for more details

Bests,

Jason

Africazino

Good Evening

First of all i have added 151r real cash for your last deposits,

Regarding the withdraws we have updated the whole system of pay outs and new providers were added in order to make faster and convenient withdraw

You can always come on chat and get assistance

Will be happy to talk to you

Wish you best of luck

Jason

No exactly what happened to me the previous time are happening after I have been caught by their empty promises and businesses ethics

Ask Gamblers I please ask you to consider to blacklist this casino as it is really a disgrace to the online gambling industry.

I am waiting more than 7days now for my withdrawal and thats without the pending time

The amount I am waiting for is R5000.

Spoke to Jeremy as well and he told me 6days ago he can see it is being processed and he told me the same today.

We need to warn other Gamblers against casinos like this.

Please Ask Gamblers I ask you to take a stand against what they are doing and blacklist them.

Resolved

R5,000

Delaying Payment on Purpose

Good day

I have been struggling to get my withdrawal from Africasino since the 25 Jan 2017.

Every single time when I email or go on live chat they have excuses.

I am appalled by this casinos work ethics. They just don't care and telling lies the whole time. I dealt with Nathan my VIP account Manager and still to this day no payment.

I do have all screenshots and emails. Times and dates. Too many to attach.

I ask Ask Gamblers to please take this case and sort this out. 2500 Zar

If there's a problem and you need all screenshots and emails I will gladly attach.

I do think this Casino should be blacklisted on Ask Gamblers.

Thanking you in advance.

Resolved

R2,500

Stalling account verification and R4500 payment

Hi
You cannot imagine how much time and effort I put in for this R4500 withdrawal of MY money from africasino. I have been at it for 3 weeks now and many many emails to and fro but to no avail They send me many standarised letters that some of the documents are unclear which is NOT true. On my side I have rescanned the documents (at this stage my ID and Bank Card) many many times to get the best result. They are most defintely CLEARLY VISIBLE. I have sent you printscreens of a few of these emails and I do not know how to attach it to this letter of complaint and hope that the printouts that you received apart from this letter will surfice. Please help me to get MY money. I am a pensioner and find it disgraceful that africasino is playing this unacceptable game with me. Please let me know if there is something lacking to ensure the payment of MY money.

Resolved

R4,500

Unpaid winnings

Iv been through ludicrous anounts of verification processes and some i had to repeat several times as this casino obviously likes to take your money but not pay you...im now waiting on my win without a bonus of 15000 rand for about three weeks which in my mind is not good enough...Africasino refrained from paying me anothet amount of around 25000 rand through their verification loopholes and delays and eventually through frustration which i think is their tactic i revoked payments and played the funds down which i might add seemed to play down very quickly which deems me to think that they could be doing more than we think.the reputation of this group is already in tatters...Im not going to let them get away from paying me its not on.I want whats mine and rightfully mine.Ask gamblers please help me get my money...

Resolved

R15,000