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Casino Complaints

Didn't receive my 1000.00 bank transfer after a week

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By Vesna D.
9 years ago
Message on forum
I have made my second withdraws at Trada Casino 7 days ago if 1000.00 and I had confirmation that it was electronically transferd into my bank account. I am still waiting for my winning. It's been more then 5 business days and I am still waiting. I have been in contact with Trada Casino support number of times and there response is they don't know why there bank is taking so long to deposit the funds into my account. There is nothing they can do for me other then to just wait and wait. Hopefully it won't be long. Well I don't agree with that as they can find out from there bank why are they taking so long to deposit funds into my account. Also I have been in contact with Joe he said he is a VIP Manager at Trada Casino. His response is he has contacted the Trada Casino banking department and they told him that they are doing everything possible to speed up the processes. I was told it takes 3 to 4 business days by bank transfer but it's been now 6 full business days and I still didn't receive my winnings. I am disappointed that it's taking so long. I have received funds from other casinos the same way and I have never waited this long to get my winnings. I also would like to say that they should let there customers know that it can take a very long time to get your winnings if you want to get it in your bank. They are advertising the wrong time grime on there withdrawal section. Who knows if there other ways of payment that they are advertising is correct also.
Disputed Casino Trada Casino
Reason Delayed payment
Amount $1000

Discussion

User name
Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.
User name loyalty-level-2
Hi Askgamblers

I was contacted yesterday by James from Trada Casino banking department, he told me that Trada Casino's bank transfer provider has send my funds to a wrong place first instance, however one's Trada Casino raised the issue with there payment provider on 24/06/2016 my withdrawal was send again on 27/06/2016 to me and I received it in my bank account the following day. I was asked by James to notify him when I receive my withdrawal, which I did. He did apologise on behalf of Trada Casino's bank transfer provider and has added bonus into my Casino account as an apology from Trada Casino.
I would only like to thank you James from there banking department, he was really trying his best to find out what was going on. The few emails I have send to VIP Managment at Trada Casino I only received one replay at earlier stage but the other email that I have send, I never had any responce from VIP Managment at all, even though it says on there site they will response up to 24hr.
User name
Hi AskGamblers,

We have received confirmation from the player that the funds have arrived, therefore we now consider this matter resolved.

We would like to apologise for the delay, it seems that our payment provider originally sent the funds to an invalid bank account. Once we proceeded with the investigation they realised the mistake and re-sent the funds, which have now arrived. We have also given this player a bonus as an apology for the inconvenience.

Thank you,

Rachel.
User name loyalty-level-2
Hi Rachel,

Thank you for your responding to my complaint.
Yes that is correct in regards to my first withdrawal of 400.00 went through ok. My second withdrawal of 1000.00 was processed and send by electronic transfer on the 15/06/2016. I received confirmation email from James in Trada Casino banking department. After not receiving my funds in my bank account the date I was told I would. I contacted James by email letting him know. James told me to give it till next day it should come in. So when I didn't receive it like James said I contacted him again, and told him that I am getting concerned as to what is happening with my withdrawal. He said he will look into it and let me know. James contacted me and told me that he has confirmation that the funds were processed and send on 15/06/2016 and send me copy of transaction from Mega Transfer with receipt number that Trada Casino deals with. James did say it's up to my bank how long it takes now. I contacted my bank and I was told as soon as funds come in they immediately process the payment. At this stage I was really getting worried and I got in touch with VIP Managment from Trada Casino that I found on there site email address rachel­@tr­ada­cas­ino.com. I did receive response the day after from Joe saying his VIP Manager at Trada Casino and that email has been changed also he said he spoke to the banking department and they told him that they are doing everything possible to speed things up for me. This was send to me on the 22/06/2016. So I waited till the following day nothing happend. I emails James I didn't receive responce, so I went on chat and spike to Nikki she told me the same think they are looking into it and trying to find out we're are the funds. I've been getting the same answers from all of the Trada Casino staff that I contacted we are trying to find were did the money go. I can't understand why it's taking so long to find out we're are the funds. All it takes is a phone call to who ever your dealing with and give them the reference number they provided you with and they can track the funds. I know everyone is saying I will get my funds. But my question is WHEN? It's been nearly two weeks and no one knows we're the funds are sitting. I am sorry but I don't believe this is a professional way of dealing with my situation.

Trada Casino Complaint Stats

Resolved 14 / 16
Avg. Amount $8,798
Avg. Complaint Duration 7 days
Avg. Response Time 2 days

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Trada Casino Complaints

See all complaints for this casino
Declined withdrawal and getting charged fees

I'm unable to withdraw using Skrill even though I can deposit on trada with it and use it to withdraw from other casinos within the Aspire group.

Each time my cash out gets declined but I don't get an email or notified. Instead it goes back to 'pending' and I get charged another $2. This has happened a few times.

I was asked to deposit via a different method so used my visa card. Livechat have now made it clear that this is unlikely to be accepted and I should try other obscure ewallets. These also have fees.

This has been two weeks now. Bored of waiting and poor excuses.

Status solved Resolved
$3,002
Refunds not received

I requested my account to be closed on 23rd November due to gambling problems. This was done via online chat with the casino.

They did not cancel/close my account which enabled me to carryon depositing and gambling.

I complained to the casino and they agreed this should not have happed and agreed to refund my deposits made after 23rd when I requested the account closure.

I had two bank Visa cards registered with the site and they have refunded deposits made to card ending 4017 but not for card ending 0941 despite the casino saying they have.

I have been requesting these refunds now since November and have provided copies of my bank statements proving I have not received the refunds. However they now just refuse to reply to be and it’s been over a month now since they said they would look into it.

Status solved Resolved
Trada Casino delaying payment
I joined Trada on 20th October and I deposited £2400 and I have won a significant amount of money (£95,000). My gameplay was funded through my winnings from 32 red casino which is clearly highlighted in my bank statement and was significantly more then £2400. They asked for payment cards which I provided three times via email and uploaded this on to my account.

I contact support on a daily basis via live chat and am given no information. I have asked to speak to a manager and have had no response.

I have emailed them with a formal complaint and still no reply. They keep asking me to upload things that I have sent them four times.

I am attaching screenshots of the emails I have been sending since 21/10/20. Withdrawal record and chats. Also an email from 32 red to show my winnings but this is also on my bank statement showing the funds being paid in.

I don’t know what else to do now I’m stressed out and am getting nowhere. I message them daily I have also shown that whenever I phone them I am just kept on hold for ages with no answer.

I have attached everything I can
Status solved Resolved
£95,000
Withdrawal on 04 Jan still not received
I made a withdrawal on 04 Jan for 400. Received request to validate my bank card on 08 Jan. Sent it off and received confirmation on 08 Jan my withdrawal will be processed. Since then no money received. Onto Chat at the casino and keep being told its 3-5 days. This has been well exceeded. Trada do not respond to my emails and Chat conveniently times out when ask for an explanation.
Status solved Resolved
$400
Deposit not credited
I made a deposit via etransfer December 21 the money was taken from my bank account and never credited to my casino account I spoke with the casino which is very complicated and at first they told me they don’t deal with etransfer ? Then they told me to wait 24 hours still nothing then they told me 48 hours and now they don’t even answer my chat so all I want is my money back I don’t trust them
Status solved Resolved
$50
Missing Funds at Trada
I have been a Trada player since early of this year, 2019. Everything was going great until they changed platform. I have used either paysafecard vouchers and E-transfer as my way of deposits.
Then in December 12th, I made a deposit of $50 CAD through email transfer and minutes later, I received an email from Gigadat that the money was accepted on their end. I waited for a few minutes, then minutes turned into hours, and days turn into weeks. Long story short, I was never credited. $50 is not a large amount, and I told chat support that i would like to make another deposit ony after the deposit query is resolve. It was never resolve. Chat support wasnt helpful, their emails only told me that they'll get back to me. And this morning I've had enough, and just told them to close my account which they gladly did, lol.
My only advice right now is to stay away from Trada at the moment. And I'm not shocked that I wasnt the only one who had the same problem.
Status unsolved Unresolved
$50
Delayed withdraw with new Trada Management
Made a Withdraw of 999 cad and did not heard from them since December 16. Try to contact them on Chat and they answer me that they might need my documents.need my document. I made at least 12 withdraw in the last 12 months, and they already have all my documents. They ware not sure et they don t even try to make a search and they close the chat on me. I was very polite and respectful.. I give them a chance since as they says, they change the platform. I resend all my document and no word from them. They fact is they not only change the platform but they change the owner. Not smelt good.
Status rejected Rejected
$999
$50 deposit issue
You never have any customer services reps to chat with, ever? Why is this? Not even at the allotted times you've given
I made a $50 deposit to my Trada account via Gigadat on December 15 . It cleared through through Gigadat within 10 minutes. Yet my balance with Trada still reads 0
I have been in constant contact with Gigadat, they have amazing customer service skills and reps
I will now attach my documents to thos message
Status solved Resolved
$50
Ignored gambling regulations and allowed me to deposit and gamble before verification
I opened my Tradacasino account at the end of March of this year, but did not first deposit until late May. On the 27th of May 2019, I first deposited into my TradaCasino account and was able to gamble. 2 Days later, on the 29th of May 2019, I was asked for ID to verify my account. Under the new regulations that came in on May 7th of this year, that is now against the terms of their license. I should not have been allowed to deposit without verification.

I contacted Tradacasino about this via email, and was told that because I opened my account before May 7th, I fall under old regulations and this not eligible for a refund of funds. I believe this to be false. Under the new regulations, all unverified customers need to be verified before being able to deposit. I was able to deposit after May 7th without verification. I believe this to be a clear violation of their license. I have contacted the UKGC about this, and they tell me that I am correct in thinking this and that all customers must be verified regardless of when the account was originally made.

Due to this, I believe I am eligible for a refund on the funds deposited as they should not have been allowed to be deposited without verification anyway.

I have attached screenshots of when I first deposit and when I was asked for ID. I have also attached screenshots of Tradacasino telling me I fall under old regulations. Finally, I have attached a PDF of the email I got from the UKGC explaining the new regulations in detail.

Somebody is incorrect here. Either Tradacasino is underprepared and not fully aware of the new regulations, or the UKGC is wrong in their explanation of the new regulations.

I have resorted to this complaint as I am now being ignored by TradaCasino customer service.
Status unsolved Unresolved
£20
Lost all my trust due to payment issues
Well where do I start... 7 days ago I would have given this casino 5 stars, not only for there game selection but for there customer service (up until recently). everything was going fine until around a week ago I made a withdrawal for £255. It takes around 2-4 hours for them to process withdrawal usually, and then once its processed it goes into my account instantly if I use the TRUSTLY payment method. well this time it never, I received my email telling me it was processed so I go to check my bank and its not there? strange... anyway I go to speak to there live chat agent who tells me ''its definitely processed on our side'' so that leads me to believe it was trustly at fault. anyway I contact trustly via email and also Trada's Banking email address to see if what the next step is.. I get a response from Trada telling me they have cancelled my withdrawal and I need to request it again. anyWAY I do this and it goes through as it should this time round. now 2 days ago I won another £450 and im literally going through the same process literally 1 day after the first situation was resolved. I've now been told this has been an ongoing issue over the holiday period and that I need to wait for them to speak to trustly to sort the issue. so instead of advising there customers that there may be an issue with withdrawals they just don't even bother to acknowledge it and even when it does mess up they don't tell you for 40 HOURS!!! I've lost all trust with this casino i've heard of the saying ''quick to take money but opposite when paying out'' and they have taken it to a different level. they obviously dont value there customers if they did they would have enough respect and loyalty to advise on any 'issue' thats occuring, which in turn would give people the choice before they make a deposit or even withdrawal.
Status solved Resolved
£450
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