Complaint #30 Caxino Casino

Delaying payment requesting documents that doesnt exist

By Snoozemomrik

1 year ago

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 >

Disputed Casino Caxino Casino

Reason Delayed payment

Amount €9169

Discussion

AskGamblers

• Support Team

1 year 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.

Snoozemomrik

1 year ago

I have been able to withdraw my money now!
Thank you Caxino and Askgamblers for working with me to solving this :)

Snoozemomrik

1 year ago

Hello! I have been in contact with caxino regarding the issue. They have informed me to withdraw to my finnish bank account instead of revolut which I used for deposit. Its not a problem for me so I will try that and update this thread when I've recieved my money :)

AskGamblers

• Support Team

1 year ago

Dear @Snoozemomrik,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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

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

Delayed withdrawal with no timeline

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

Resolved

$7,000