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BaoCasino - No withdrawal options for Canadian player

RESOLVED
Complaint Info
Disputed casino BaoCasino
Reason Declined payment
Amount $ 580
Posted on March 29, 2019

Dear Ask Gambler team

I registered a new account on Bao Casino after finding it listed as new casino on the Askgamblers forum, and specifically after noting that Bank Wire Withdrawals were an available option. After re-confirming this information directly on their site, showing Bank Transfer as a withdrawal option, and reading the terms and conditions to ensure Canada was not excluded from this option (the only mention the terms and conditions make in regards to bank wire transfer limitations is that you cannot obtain it in USD)

I made deposits via Interact E-transfer. I eventually accumulated a balance attempted to request a withdrawal. On the cashier page, all other withdrawal options suddenly disappeared and the only option presented to me was EcoPayz. I did not deposit using Eco Payz, I deposited via Interact E-transfer.

I proceeded to contact their support team to request instructions on how to request a Bank Wire Transfer withdrawal and I was informed that this is not an option for my country (Canada). After several attempts to understand why it is listed in several places and in your terms and conditions as an option, but that I cannot use it ,we did not come to a resolution.

I was offered 4 methods of withdrawal which unfortunately do not work for me , this is why I was deliberate to ensure Bank Wire Transfers were an option and based on your site content, was led to believe that it was.

I cannot use any e-wallets such as Instadebit, Idebit and Ecopayz – all such accounts I had have been closed for some time and I have contacted each of them this week by email and by phone, numerous times, and they have all confirmed I cannot re-open an account with them.

The last option was a Visa card, I do not own a Visa card, nor am I able to obtain a Visa credit card, however I actually opened 2 new bank accounts, with “Visa Debit” card – I attempted multiple times to use these cards however due to Canadian restrictions I cannot use them.

I have spent 3 days making countless phone calls to banks, visa companies, ewallet holders and hours on the internet trying to find a way to collect these funds, while exchanging over 35 emails with their support team.

Although polite and prompt to respond they have not once offered to actually help me by sending a bank wire of etransfer - which by the way I know they can do as they refunded me one of my deposits made via etransfer due to an unrelated issue - they CAN send me an etransfer, they are just not willing to do so.

Despite all my efforts, I humanly CANNOT use their methods and I have made every best effort at my own expense and time - I even offered during our email exchanges to just refund me my deposits, a total of $80 - a savings of $500 for the casino!!!! They never even acknow­led­ged­/re­sponded the request

I am at a loss on how to proceed to get my withdrawal processed - surely they have demonstrated that they have the means and ability to send me an etransfer and I have demonstrated my willingness to try and resolve this their way but I just can’t - please help me resolve this issue with Boa Casino - they need to just do the right thing and give me my money via bank withdrawal or etransfer.

Posted on March 30, 2019

Update: the casino support tells me they will attempt a bank wire transfer, I have provided them with the necessary information, I will update once I receive the funds in my bank account

Posted on March 30, 2019

Dear BUZZ1989,


We are sorry for the inconvenience. Our support team recommended you using different withrawal options to get your winnings, but you wasn't able to do that for some reasons you mentioned above. In this way, we will try to make it possible to transfer your funs directly to your bank account. Not to mention the fact that this option isn't available for withdrawal for Canadians and there is still a chance that a bank won't accept that transaction. However, we will do our best to help you in this case as we do care about our players.

Thank you for cooperation and understanding!




Sincerely,

Bao Casino team

Posted on March 30, 2019

Dear BUZZ1989,

In addition to that, please note that we will try to make a withdrawal via bank transfer on Monday. As it has to be done on a bank working day. We'll let you know about all the updates. Thank you!


Best wishes,

Bao Casino team

Posted on March 31, 2019

Thanks Boa team. I'm not too worried about my bank not accepting the transaction as I have received bank transfers from other casinos to this account. The other option is for you to send me an interact etransfer through your payment provider which specializes in Canadian banking transactions, you have already successfully used them to refund one of my deposits :) and they process your interact deposits- it's quick, inexpensive and simple- but in any case I look forward to receiving my winnings! Thanks again for the help! I'll wait to hear confirmation that you have sent the funds

Posted on April 2, 2019

Dear BUZZ1989,

We are delighted to inform you that we have already sent the bank transfer to your account, so please await your funds within 5-7 days. Also, we would appreciate it if you could let us know when the funds arrive successfully. Thank you for your patience.

Best wishes,
Bao Casino team

buzz1989 Canada
Posted on April 5, 2019

Please to day I received the funds today, you may close this complaint as resolved thanks!

AskGamblers
Posted on April 5, 2019

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.

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