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Payout delay


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By alexk
12 years ago
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From July 13 I had a withdrawal request with Casino Plex for an amount of $1458.5. Contacting support brought no result. The only option I was suggested is:

"Daniel: to remind us over and over again and in that way you will force customer support team to remind finance department again and again until it is payed or answer regarding reason of delay will be revealed".

As of today no one contacted me yet, and no one gave me any reason of payment delay.

Regards,

< name removed >


Disputed Casino Casino Plex

Discussion

User name
The date showing that the player commented 23/04/2014, so I would like to ask him the issue is now as everything is resolved from our side.
User name loyalty-level-2

2 CasinoPlex.

I have sent you notarized ID by regular mail as you requested, and you have received it. I have tracking number. It cost me $80. What else do you want from me?

User name loyalty-level-2

Hi everybody.

Here I want to share with you what strategy Casino Plex is using in order not to pay a customer. I've been playing at CP for a while. I made some deposits, made some withdrawals and of course I have sent theme all documents they asked. Everything was fine till my last withdrawal. I made it on 25th of Nov 2013 for the $ 1169.5. What was my surprise when CP asked to send theme notarized ID after a numerous withdrawals. I went to the law office, notarized my ID and sent it to the Phillippines. It cost me $80. On 10th of Jan 2014 I got the answer:

"Dear < name removed >,

Management of our risk team reviewed Notarized ID which you have sent to us and requesting a new Notarized ID coming from different notary in order to accept it.

Best regards,

Kate"


For me it looks like CP wants to waste my time and my money. CP won't be happy with my notarized ID every time I'll send it. I'm not going to do it. So I have sent a reply to CP:

"What is wrong?

I'm not going to spend all my winnings on notarizing you a bunch of my papers and sending it through the half of the world. It cost me money. I have paid almost $100 to do it once. If you want me to do it again please send me $100. Tell me the exact address you want me to go and notarize my ID again and I will do it.

Regards,

< name removed >"


I think it is a reasonable compromise from my side. I can notarize my ID whenever CP want me to notarize it. But I will not pay any cent for it again. Here's the answer I got from CP:

"Dear < name removed >,

We would like to inform you that the copy of Notarized ID has not passed our security checks.

So if you wish that your withdrawal request would be processed you should send another valid notarized copy of ID from a different notary.

Feel free to contact us again for any further information.

Best regards,

Andrea"


It looks like Andrea did not read my last email. She did not answer to any of my questions.

CP want me to be a donkey which dragging a wagon while seeing a carrot. I'm not going to pay, pay and pay for all that stuff for the miracle chance to be paid.

This is a definitely stay away place. At least for me.

P.S. If CP wanted one more security check, to be sure that me is me, why they didn't send me a check or wire transfer? It is impossible to cash out a check in Canada without your real ID. And it is impossible to open a bank account in Canada without 2 different IDs. CP wants to waste my time and money and has no desire to pay me my last withdrawal.

Hope it helps others, at least.

Regards,

< name removed >

User name

The complaint was reopened upon player's request.

Casino Plex Complaint Stats

Resolved 32 / 33
Avg. Amount $1,323
Avg. Complaint Duration 16 days
Avg. Response Time 2 days
Withdrawal problem - 19 days waiting for payment
I have requested 100 € on 19.08.2016 . I still waiting for my money . I have sent several emails and I contacted with the live chat asking "Why my withdrawal is still waiting?" . Support replies : * We had some technical issues with our payment gateway and the waiting time has significantly increased * We would like to inform you that we have some test on our platform right now for the payment methods and due to this test your withdrawal request wasn't paid. * We will forward your request to the relevant department. I assure you that you will receive your money as soon as possible. My account is fully verified : Dear Mateusz Your username is: CXR70115992 We are pleased to inform you, that all your documents have been approved and your account has been updated accordingly. Should you still have any problems with depositing or withdrawals, then kindly contact our support team. They are ready to help you every day between 09.00 CET and 01.00 CET via email: [email protected] or via live chat which is available in the casino lobby and on our website: http://www.casinoplex.com/. Please also that: - If you currently have a pending withdrawal then this withdrawal including future withdrawals will now be processed within 72 hours after you have initiated it. - Depending your chosen withdrawal method it may take 3 to 5 banking days for the funds to arrive in your account after the withdrawal has been approved from our side. - We reserve the right to request further documents in the future in case of additional verification of your Casino Plex account. Best regards, Casino Plex [email protected] http://www.casinoplex.com/
Status solved Resolved
€100