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Caxino Casino - Delayed withdrawal with no timeline

RESOLVED

Complaint Info

Disputed casino

Caxino Casino

Amount

$ 7000

Posted on May 8, 2021

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

AskGamblers
Posted on May 13, 2021

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.

Posted on May 13, 2021

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

Posted on May 13, 2021

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

AskGamblers
Posted on May 13, 2021

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.

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