Complaint #15
Malibu Club Casino
Payment still not processed although requested a month ago
I registered to malibuclubcasino on 9/16/16 and using the free no deposit bonus. I cleared the playthrough requirements, submitted all the required identification information and made a deposit for the amount required to withdrawl. After making the deposit the chat support person assured me that everything looked good on their end and that their finance department would soon process the withdrawal. It has been 1 month since then and I have check several times and keep getting told that their financial department is going to get it done right away which they have not and my withdrawal is still show as reversible which I would assume means they still have not started processing my withdrawal yet. They can't provide me with a valid reason why its taking so long or a ETA when their finance department will resolve the issue. Seemed like a legit casino at first but am beginning to think its not so honest.
Thank you mod for publishing my post. I apologize for not including more information about my situation. I am attaching screen shots which includes proof and the dates of my registration, bonus activation and completion and deposit that I was told was required in order to receive my funds. They said that amount would be included with my withdrawal. Looking back through my emails it was actually 9/5/16 when I registered for Malibu Club Casino and 9/16/16 when I completed my bonus playthrough requirements. After completing the playthrough requirements I had a balance of over $300 but knew that the maximum cashout was $150. I sent in all my documentation for verification and was told that everything looked fine on their end and their finance department would start processing my withdrawals soon after. I patiently waited for about 2 weeks and contacted them again and literally was told the same thing by their help support who said their finance department is not a part of theirs so only they could help me and I would hear back from them by email. I waited 2 more weeks after still not receiving my withdrawal or a reason for the delay, I contacted them again on 10-17-16 and was immediately told the same thing as the last 2 times I contacted them but that they would get back to me right away this time. I asked them why should I believe that they would help me this time after getting the same excuse and response as the last times. The agent told me they would email me within 2 hours which they eventually did (Screen shot attached.) and said that they were advised that my withdrawal would be approved 2 days later. It has been 8 days since that email and I still haven't received my withdrawal or email to say that it was indeed approved. Hopefully after providing all of this something will get resolved. Thank you again for all your help. I would feel completely hopeless if I only had their help desk to received help from.
Malibu Club Casino Complaint Stats
Resolved
8 / 19
Avg. Amount
$507
Avg. Complaint Duration
8 days
Avg. Response Time
2 days
Malibu Club Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 8 out of 18 complaints in this category have been resolved.
This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.
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