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Drake Casino - Giving me the runaround with a $100 withdrawal

RESOLVED
Complaint Info
Disputed casino Drake Casino
Reason Delayed payment
Amount $ 100
Posted on May 18, 2020

So basically i won a free entry tournament, ($500) and i was told i can only withdraw $100 because i have never deposited.

So i read the terms & conditions under the tournament description, and it states “max withdrawals for nondeposit players is $160”

So i then contact them vis email and ask why i can only withdraw $100, and they explained that $40 is for the wire transfer fee.

Okay, so then i asked what about the other $20?

And the rep said $60 is the old fee, it is now $40. So basically i cant withdraw $120. And shes going to look into the error on their website and fix $160 to $140.

I feel like i should get $120. Not my fault there was an error.

So anyways, since i never deposited in the past, my only option for a withdrawal is bank transfer.

Max wait time to receive a withdrawal via bank wire is “12 business days”

I got an email on April 27,2020 saying my withdrawal was processed.

It is now May 15, 2020, and day 15, and earlier today i was told i was going to get it “supposedly today or tomorrow” - said by the rep on live chat.

(By the way, i had to deposit today to even get access to the live chat feature, so i can ask about my withdrawal)

Bank wires dont get processed on weekends. So what the heck!

Its only $100 . I SHOULD be getting $120 to be honest.

12 days is long enough. And now the weekend is here and im pretty sure i still wont get anything from Drake Casino on Monday.

Worst withdrawal ive had thus far in my online casino experiences.

Posted on May 19, 2020

Hi THANYAVALERIE

I have checked with my payouts team and they have confirmed that the wire was sent. The date that wire should have landed is May 6th. They will be providing proof of payment for you via email.

Regarding the withdrawal amount, the rule at our casino is that the max cash out for any bonus that does not require a deposit is $100 + any withdrawal fees that apply. You are able to use your extra balance to cover the fees of the withdrawal. The actual amount of fees will vary depending on what fees the intermediary bank needs to charge to get the wire to its destination with the max amount that is charged by us capped at $60. We state $160 on the site because that is the max that will be charged by us. If the fees are less, the max cash-out does not change, it is still $100 + Fees.

I'm very sorry if the wording caused some confusion as this was never our intention. I will certainly see to it that the wording in the T&Cs are improved to make them less confusing regarding this topic but, unfortunately, this rule is non-negotiable.

Best Regards,

Kyle
Drake Casino

AskGamblers
Posted on May 23, 2020

Dear @Thanyavalerie,

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.

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