Complaint #3 Axecasino

Delay in payment

By Pavel B.

4 years ago

Good afternoon, my name is Pavel, and at the moment Axecasino casino is delaying my payout.

I would like to say that the support really works competently and is trying to resolve the conflict, but due to these circumstances of the delay, I still have to write this complaint.

Having passed the full verification of my identity, I first put it on the payment of 2677 rubles to a bitcoin wallet, as a result of which it was canceled, allegedly I did not confirm the data, although their e-mail link simply does not work, and having already placed the withdrawal for the second time, I had to answer them manually and then after 3 supports. At the moment, having placed a second request for withdrawal, I expect again the same procession.

I am attaching screenshots of the last support stating that everything is fine with the account, so that there would be no disagreements in terms of verifying my identity and I am waiting for my payment as soon as possible.

The second attempt to withdraw me in the amount of 2600 rubles.

Disputed Casino Axecasino

Reason Delayed payment

Amount руб.2600

Discussion

AskGamblers

• Support Team

4 years ago

Dear @pashok11137,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Axecasino

• Representative

4 years ago

Greetings, PASHOK11137.

First of all, we would like to apologize that you faced some difficulties while withdrawing your winnings, but let us shed some light on the situation.

KYC verification is a standard identity verification procedure, at every stage of which our great support team is happy to help you so that it takes as little time and effort as possible.
In addition, your withdrawal request was made via a crypto wallet, the address of which had to be confirmed.

We should also draw your attention to the fact that the payout was processed on the same day when the winnings were received, just after the requirements for providing data have been met.

Please, confirm that you've received the funds.

If you have any other questions, don't hesitate letting us know.

Hope to hear from you soon. And thanks for your time.

AskGamblers

• Support Team

4 years ago

Dear @pashok11137,

Thanks in advance for your cooperation.

Axecasino

• Representative

4 years ago

Good afternoon Pavel, from our side we can see that the withdrawal was processed successfully and should be at your wallet. Please check your wallet. If you agree we can send proof of successful processing to askgamblers. We would appreciate it if you could close the complaint. Thanks in Advance

Axecasino Complaint Stats

Resolved 10 / 10

Avg. Amount $1,882

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Axecasino Complaints

See all complaints for this casino

Not all winnings were paid out according to the casino rules

Hello, my name is Alexander, I am sending you a complaint to Axe Casino that I did not withdraw all my winnings. I had a win of 12,000 rubles. I had a win of 4,000 rubles. 8000 rubles were written off incorrectly. It remains to withdraw according to the casino rules. The maximum winnings resulting from spins without a deposit are 100 euros. It remains to withdraw 6,000 rubles. I require you to pay me the rest of the winnings.100 euros in rubles 10,000 rubles approximately, I write to the operator in the chat, the operator says send a letter to the mail, I sent letters to the mail, they are deceiving me that the letter did not arrive, I ask for help so that the casino pays the remaining 6000 rubles.

Resolved

This casino declines my withdraw every time

This casino declines my withdraw every time. They always find a way to stop me withdraw my money. I provided them everything they needed for account verification and everything and always when I got lucky and I want to withdraw my money they decline.

I want this casino to pay for this inconvenience because this is not the first time. Please fix this and tell them to pay my money otherwise I will go further to sue this casino and I will ask for a lot more from them because this is not fair.

When you deposit there is no problem for them but every time we want to withdrew there is always something.

Please fix this. Thank you.

Resolved

€301

Missing withdrawal of 310 EUR

I wait since January 06th 2024 for my withdrawal. Always the same answer in that that there is a queue and I have to wait. I am fully verified, made withdrawals before which were done in 24 hours. Support doesn't answer on my emails. I did deposit more than 700 euros and just 310 for withdrawal. So I do not understand the problem.

How can they be a certified Casino?

Resolved

€310

Bonus and winnings removed

I signed up for the welcome bonus through askgamblers link.

Played and got my balance over $270, bonus and winnings were removed. Complained that welcome bonus was for 7 days under the bonus terms and conditions and was told that there was a day limit of bonus play when using an affiliate and these conditions were on askgamblers site.

Sent the screenshot of the askgamblers link and customer support agreed there was no notice of different conditions stated on the askgamblers link. Was asked to contact support again in a while which I did 2 days later and was told again to contact them in a while. Seems unfair that using an ask gamblers link results in unfair terms and conditions that are not present on Axes site and customer support are unrealistically slow in resolving issues.

Resolved

$270

No communication, no withdrawal

I cant made a contact with Axecasino, because my country cant play in axe casino anymore. I write many email to them and they don't respond on any email, I have a 100 € on my account I would like to withdraw it, can you help me please. I made a many deposit on their casino with my Skrill account and I would like to withdraw my money on my Skrill account, I was playing for long in Axe casino and I was plain to play there more but its not my problem because they don't accept player from my country.

Can you help me please?

Resolved

€100

Axe Casino - Account disabled with funds

I joined this casino in August 18 and got my account fully verified on Aug 19. First, I deposited around 6000$ and lost after then I started to win, I withdrew two times (2500$ each). The third withdrawal (2500$) stayed on pending and 17000$ left in my account. On Aug 24 they suddenly disabled my account without any clarification. I contacted the support agent they said I’ll be contacted via email. On Aug 29 I received an email from them (I’ll attach it), they asked me to wait five more days since they are still investigating about what “my gameplay strategy”. Now we are in Sept 6 and I didn’t get any response yet. I have the evidence of the verification and the evidence of the money left in my account with the pending withdrawal(19500 usd).
I kindly ask you to help me getting my money back from them which my right of winning. I’ve been waiting and being patient since Aug 24 without any clarification.

Resolved

$17,000

INR 502 not received in my account

Made a deposit of 502 in Axe casino on 6 June I don't know where is my money as Axe has stopped operation in India.

Every time I ask about the money they tell me it's in process please help me as they told me I will get it back in a maximum time of 5 days and now it's more than 17 days and I don't know what is to be done

Resolved

₹502

Deposit done on March the 1st and yet not credited back

I had made a deposit of INR 2001 on 1 March and it was not credited to my account and in transaction page it showed rejected, but amount was deducted from my account. Earlier the agent told me it will take max 7 days to reflect back in my account and after 7 days they asked for my bank statement and told max 10 days. Now it's more than 11 days and still they say they are not able to find details it's really frustrating seems like no casino is here where I can play with the guarantee of my money.

Resolved

₹2,001

Refund due to gambling issues not accepted

First of all, I'm a problem gambler. I've been playing on Axecasino and lost all my savings due to the fact that i can't control my deposits, it starts of with 20 eur and then it goes on until I lost all I got.

The total I deposited to Axecasino was: 2 685 EUR

I started my account on Axecasino at this date:

Sat 13 aug. 15:16, see the screenshot.

See my proof of when I closed my account on Samurai, I've got sent to me that I would not be able to play on any Dama n.v casino again. I have the same details on my account, the e-mail adress I use is also the same. I should not be able to play on Axecasino due to my permanent block. I sended an email to the support on axecasino and they refused to help me further with this.

Best, Tim

Rejected

Casino keeps rejecting my withdrawal

Hi,

My withdrawal attempts are getting rejected. I have provided documents, and have gotten the message "We are glad to inform you that your account is fully verified now at AxeCasino". (Please refer to the attachment for confirmation)

I have contacted support and have gotten the following reply why the withdrawals are getting rejected: "We have to remind you that all deposits without bonuses (or if a bonus was canceled) should be played at least x3 times before withdrawal. You just need to make bets for 28.45 eur" (Please refer the attachment for confirmation)

After betting around 40€ more, I tried withdrawing the wins again and surprise surprise they again got rejected. I have not been provided with other reasons than what the support chat gave me. (Please refer the attachment showing getting rejected first after trying to withdraw 770€ and again after betting at least the 28,45€).

Support provided me with false reasons for why the withdrawals fail.

Resolved

€740