Ag Awards

Casino Mate - Not Processing Payout When they said

Complaint Info
Disputed casino Casino Mate
Reason Delayed payment
Posted on August 4, 2014

On this last Saturday, July 20 I was told that my requested payout, to my EntroPay account would take 2-3 days and that all my documents were done and verified.
Today, on Monday I had 3 different chat conversations attempting to get an estimate how much longer it would be for the payout, Each time they had to check on my account which took at least half an hour each time.
That would be fine if I were able to get some kind of estimate but all I got were the same answers. Apparently there were some technical difficulties for the first few hours this morning.
The first person agreed I should try back in 4 hours. I did this only to receive no information and then get cut off after a 5 second time lapse. Each person, after a lengthy check came back with a similar comment that there were morning technical difficulties, which none mentioned from the beginning. They all said they would let me know when they found out and now another 24 hours later I've still received no response. I wasted about 2 hours on the chat site only to receive no information whatsoever, except for the apparent morning difficulties that had been cleared up after a couple hours.
Why I was able to get a 2-3 day estimate on Saturday, and why they can now give me appsolutely no idea at all , is stressful and frustrating!

Posted on July 24, 2014

Update: Today, Thursday the 24th, I went on chat to ask again when I'll get paid. I talked to C**S, who was quite friendly and helpful.
I tried requesting a supervisor , and said I'd wait however long it took.
He tried but the supervisor was too busy with calls. He said, if I could wait, he'd go directly to the finance department to see if .he could find out what the holdup was.
What he told me, was totally shocking! Apparently they had tried sending the money to EntroPay but EntroPay would not accept it! This has never, ever happened to me. So I contacted EntroPay and left a message on their secured mail asking them if this was true? I quickly got a response from Entropay , stating that they had not denied any kind of deposit like that! I also don't understand, why, if this happened, they hadn't sent me an email or something to let me know.
Anyway, I gave them all my info for a wire transfer, hopefully they don't come up with any more excuses with that!

Posted on July 25, 2014


Please accept our sincere aplogies for any inconvenience caused. We are looking into your matter, and assure that your transaction is currently being processed via Swift as requested.

Kind regards,


Shaner9 Canada
Posted on July 26, 2014

Ok, that would be much appreciated. I haven't been paid yet, but I will be sure to post on here as soon as I get paid.

Posted on July 30, 2014

Dear @Shaner9,

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.

Thank you for your cooperation.

Shaner9 Canada
Posted on July 30, 2014

I was disappointed that Casino-Mate waited till Tuesday the 29th to release the funds. However, I did receive an official statement from them that they released it. (This was after making a couple more phone calls and speaking to a supervisor). Unfortunately, I made an error and gave the improper swift number for my bank, so I received a notice this morning from Casino-Mate that it was returned to them for that reason. So that was my fault. Hopefully, it doesn't take them long to resend it, they reassured me it likely will be sent out again tomorrow morning. I will be sure to post once I've received the $3k.

Shaner9 Canada
Posted on August 2, 2014

I should have posted about 24 hours ago. Once I gave Casino-Mate my correct swift number, the money was in my account very quickly. Woo-hoo! I just get very nervous if I have a great win -$3000 off of $30, because there's so many rules and terms and something that can be easily missed , these days at all the casinos, that when I feel like I'm getting the run-a -round at all , I get panicky that they're going to try to find an excuse to not pay me. And it has happened to me before. Anyway, thank you Casino Mate and AskGamblers

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