Complaint #6 Caxino Casino

Delayed withdrawal with no timeline

By Feliciamaria26

5 years ago

I have won thousands on caxino website and they are taking forever to process my withdrawal. I have verified my account and it shows I am verified but there is still a pending withdrawal from April 30 for $4000.00 and another now on May 5th for $3000.00. When I ask why it is taking so long to process, the only response I get it is going through security checks. I ask how long that takes and they cannot give me a timeline. Please see attached conversations

Disputed Casino Caxino Casino

Reason Delayed payment

Amount $7000

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Feliciamaria26

5 years ago

Hi Jenny.

Thank you for your reply. It would be helpful to keep your customer service employees informed as to what is happening on someone’s account, so they can keep the player updated. Instead I was given the run around and even after submitting a complaint through this website, I could not even get a response within the 96 hour timeframe. I appreciate that you have now processed my withdrawals and they have been received. I still do not know what took so long since I played at RoyalPanda and I was verified the same day I uploaded my documents, and paid out the next day. You guys have a nice choice of games but the communication is not up to par. This complaint is now resolved thank you ask gamblers

Caxino Casino

• Representative

5 years ago

Hello FELICIAMARIA26,

Thank you for alerting us on this matter and hope you are well.

My name is Jenny and I am the Customer Operations Manager here at Caxino.

After reviewing your case, I can indeed see your gaming account was verified on the 6th of May, and at this point, you did have pending withdrawals, one from the 30th of April and one for the 5th of May.
The verification of your account didn’t take unusually long itself, but there needed to be some documents re-requested from you which were missing, which can hinder the process slightly and so, the verification was completed in five days.

  Our security team also had to perform standard checks regarding the pending withdrawals, in accordance with the prevention of money laundering laws and regulations as applicable - which unfortunately seemed to have taken longer than usual, as a company always aim to process all withdrawals as quickly as possible.
Your winnings have been paid out yesterday, so on the 12th of May, from our end, and will arrive at you within 3 to 5 banking days.

I am afraid our Customer Support is not able to provide our players with a specific timeframe when it comes to these security checks, as the checks are conducted by the security team and the timeframe can vary from case to case, as well as is depending on the traffic.

I sincerely apologize for the delay in the payout, on behalf of Caxino and would like to take this opportunity to congratulate you on your winnings as well.   We have also added you a little something as an apology for the delay, which you will find in your Rewards next time you log in.

We hope you will continue to enjoy our services and wish you further luck in the games as well!

  Best regards,  

Jenny 
Customer Operations Manager 
Caxino

AskGamblers

• Support Team

5 years ago

Dear all,

This complaint has been reopened as per Caxino Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Caxino Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $17,358

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Caxino Casino Complaints

See all complaints for this casino

Delaying payment requesting documents that doesnt exist

Dear AskGamblers Complaints Team,

I am submitting a formal complaint against Caxino Casino due to an unresolved withdrawal issue.

On February 27th, 2025, I won €9,169 at Caxino Casino and requested a withdrawal. I have fully verified my account by providing all requested documents, including:

A government-issued ID

Proof of address

A selfie holding my ID-card

Proof that I own the card and account used for depositing

All these documents have been reviewed and approved by Caxino.

However, the casino additionally requested a bank statement covering the period from January 27th, 2025 to February 27th, 2025, showing the deposit transaction and all other activity on the account. The problem is that I only opened my bank account on February 25th, 2025, and therefore, it is impossible for me to provide a statement covering the requested earlier period.

I have explained this situation to Caxino multiple times, providing evidence regarding the date my bank account was opened. Despite this, the casino continues to respond that they are "investigating" the matter, without any progress or resolution. It has now been over two months since my withdrawal request, which I find to be completely unreasonable and unjustified.

I respectfully request AskGamblers' assistance to intervene and help facilitate the release of my €9,169 withdrawal without further delay.

Here are my account details:

Name: < name removed >

Username: < removed and sent to casino >

Registered Email: < sent to casino >

Please let me know if you need any additional documents or screenshots to support my case.

Thank you for your help and assistance.

Sincerely,

< name removed >

Resolved

€9,169

Widthdrawal not being approved

Hi, I have recently been very lucky and had a win of $36,000 in Caxino, which along with Wildz is my favorite casino to frequent but I am now having a bit of a poor experience since getting this win, I've requested Widthdrawal on 02/08 and my requests have yet to be approved.

I have done what was asked of me and raised the withdrawal requests as 9 requests for $4000 each as support advised me this was the max for each transaction. Documents were requested to prove my bank account which I provided as soon as I could and were seemingly accepted promptly.

Every time I contact support I am advised that the payments team have not yet picked up the requests however it has been "escalated" which whilst should mean that something is being done, I have not had any updates or resolution

Usually, when making a Withdrawal it is processed quickly for me and I understand this is a larger amount of money than usual but when I am constantly told that there is a delay with no explanation and am told it's not even been looked at by the payments team it has been very frustrating.

I have also sent 2 emails and had no response to either which is upsetting as I haven't experienced this before but it seems when it comes to larger wins my emails might be ignored?

I am at the very least wanting to know why the payments team have not looked at the requests even though I was advised it was "escalated" and at the very most I would just like the withdrawals to be approved

Resolved

$36,000