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Caxino Casino - Widthdrawal not being approved

RESOLVED

Complaint Info

Disputed casino

Caxino Casino

Amount

$ 36000

Finch201 New Zealand
Posted on August 12, 2021

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

Finch201 New Zealand
Posted on August 12, 2021

Hi, this has actually been resolved on the same day I raised the complaint.

AskGamblers
Posted on August 12, 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.