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Casino Del Rio - Casino refuses payment by sending bank draft that never reach my address

Complaint Info
Disputed casino Casino Del Rio
Reason Declined payment
Posted on May 16, 2014

On June 6'th I requested a payout from Casino Del Rio.

After verification process was done, on June 12'th they informed me by mail that the payment will be processed through bank draft that will be sent to my postal adress in 21business days.

Because the bank draft hasn't reached my address, on July 17'th I emailed them regarding this matter on which they adviced me to wait another week the bank draft to arrive.

After another request to their support team I receive next reply:

"Dear Engelbert,

We are contacting you with regards to your withdrawal.

We have now coordinated this issue with your bank to check the status of the cheque. Once we have received an update, we will immediately notify you via email.

Thank you and have a great [email protected]

Should you have any questions or concerns, please do not hesitate to contact the Casino Del Rio Support Team.

Email: suppor­[email protected]­asi­nod­elr­"

I don't understand how this could be possible as long as I didn't received the bank draft to deposit it to my bank.

On August 8'th they canceled the bank draft and founds were returned back to my balance.

After numerous e-mail exchanges on August 14'th they announce me that the withdrawal was processed by bank draft and that I have to wait 21 business days to receive it.

On September 12'th I am writing an e-mail to them to express my concern regarding this case on which I received the next response:

"Casino Del Rio

Sep 19

to me

Dear Engelbert,

We have sent you this email in line with the Bank draft sent to you last 14 of August 2013.

After the investigation of our Finance Department, we can confirmed that the Bank draft has been shipped to the address detailed on the bank statement you have sent us before and to verify again the address, the bank draft was sent to the address below:

Engelbert G***

Aurelienstrasse **,. Leipzig ****

We will be able to cancel the bank draft and send it to your address again however this will prolong the process and the waiting time. In our experience, we have not encountered any issues at all, most of our customers received their bank draft and were able to cash it out from their bank.

Please let us know if there any changes on the address specified on the Proof of address you have sent.

Should you have any questions or concerns, please do not hesitate to contact the Casino Del Rio Support Team.

Email: suppor­[email protected]­asi­nod­elr­"

After that I e-mailed them and I got no reply by now.

I consider Casino Del Rio avoinds payment to me by using this method of payment. I am not able to check if they really sent the bank draft and they know it.

Also I requested another payment method to be used and they denied this possibility even I made my deposit using Neteller.

Posted on September 26, 2013

Dear Gunther,

We would like to congratulate you on the profitable experience you had with Del Rio Casino. We are glad that you had fun and you managed to accumulate good amount of winnings.

Please let us explain a bit more about the withdrawal of funds in our Casino. We always aim to process all withdrawal requests as soon as possible. Once the withdrawal has been reviewed on our end there will be certain processing time on the side of the payment method. We can confirm that we have not encountered any issues with the Bank Checks and our customers have always received their funds. We have taken into account your feedback that the check has not reached you yet and we will be glad to review different options for your payment. We are going to cancel the issued Bank Check and once it has been confirmed we will be processing your withdrawal via Neteller. Rest assured that you will certainly receive your winnings.

We have tried to contact you over the phone so we can discuss your concern further but unfortunately we were unable to reach you. Feel free to get in touch with us for more details about the status of your withdrawal request.


Del Rio Casino

Posted on September 29, 2013

In the end Casino Del Rio payed me through Neteller, I would like to thank them for the solution on this matter.

I consider this case closed even I spent a long time to reach this stage.

Posted on September 29, 2013

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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