Complaint #8 Casino Plex

Payout delay

By alexk

12 years ago

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

Reason Verification issues

Discussion

Casino Plex

• Representative

12 years ago

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.

alexk

12 years ago

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?

alexk

12 years ago

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 >

AskGamblers

• Support Team

12 years ago

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

Casino Plex Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 32 out of 33 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Casino Plex Complaints

See all complaints for this casino

Payment delayed

I have a withdrawal since 25/05 in waiting status. I had no bonus and my documents have been approved 30/05. Customer service is absolutely useless, they keep saying that there is a technical issue. I checked the reviews and it is the same story for the players... interestingly there was no technical issue when they took the money. They don't even reply to my email a anymore. I will go the end to make them pay my money.

Resolved

Payment delayed for 18 days

I made a withdrawal of 1000 euros 6.12. I have not seen my money yet. My account is verified earlier and i did not take any bonus. I have contacted casino support three times and they give only empty promises. "We will pay as soon as possible", "we have technical problem" etc.. I hope someone can help me get my money. ´sorry about my poor English

Resolved

€1,000

Payment delayed for over 17 days

Hello To be honest, I did not really want to write a complaint. But casino attitude to the players is very deteriorated. November 22 made a small deposit of 35 euros and received a daily bonus of 50%. A few hours I played and fully complied with the conditions wager. Then I made a request to withdraw winnings in the amount of 313 euros. In casino terms it is written, that the request for withdrawal are processed within 3-5 days. After 6 days, I asked that my request to withdraw winnings? I was told that they had technical problems and my application will soon be paid. Even after 3 days I repeated the question again. Again I was told that everything would be paid shortly. Further, every two days, I ask why they do not pay? Answer standard: "I will give the Department of Finance, and you will pay in the near future!" After this response support service stops responding to messages is extremely outrageous relative to the players. For 17 days, my payment is in standby mode. Especially unpleasant that I was not new to the casino account for a long time was verified, and a year ago I was no problem paid 2,000 euros of my winnings. Sorry for my English.

Resolved

€313

Waiting for over a month to be paid

Made a withdrawal request of 120 euros, my documents were approved and since then they keep repeating I will get paid ASAP but it never happened. This is the mail when my documents were approved on September 2.

Dear Katerina

Your username is: < removed >

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

Resolved

€120

Delayed cashout

September 5 was verified my account , but the money 100$ is on Neteller has still not came. Support answer me 17 september-"We sent a reminder to our financial department, we will pay as quick as possible we are sorry about this long delay." But today 30 september-there is no money in the account Neteller.

Resolved

$100

Withdrawal takes so long

I submitted a withdrawal on 16/09/2016 via Neteller for 136.30 euros, and today on June 30, the status is till Waiting. I do not have any bonuses. They promised that my withdrawals will be processed within "Withdrawal requests are processed within 3 to 5 banking days following the request date" as you can see in the screenshot. But today is 27/09/2016 and the money I got

Resolved