Will not honor promised refund

I won over £6000 on the 14/10/2020 which i was overjoyed about! However, they are extremely slow to pay out. Their terms state i can withdraw upto £2000 at a time. However every time i do a withdrawal request it takes about 2 weeks for them to process it, and even then though only process £250 and then the rest gets returned to my balance. At this rate its going to take me over a year to fully withdraw my money. It is a good and easy to navigate casino site, but why on earth would i keep playing with them if they are dragging their heels like this to pay me when i win. So far its take me almost 2 months to get £750 withdrawn to my bank account. All i want is them pay out £2000 at a time as it shows in their terms.

Dear Askgamblers,

Back on May 20th I was playing at Eclipse casino and hit a great win, after removal of the bonus I was left with around $12,000. Obviously I was over the moon at this. I did see they had in the terms max 2k withdrawal per week. This was annoying but it meant I would have all my cash within 6 weeks which I could have lived with.

The problems started on my third withdrawal - I requested $2000 and had an email a few days later to say $640 had been processed and the rest returned to my balance. I contacted support about this and they said there is nothing they can do and it is up to the finance department. Ever since then the most they would pay at a time is $500, and on my last two withdrawals they have only processed $250. At this rate it is going to take me another year at least to get paid.

Even the weekly withdrawal limit doesn't seem to be quite true as it stays pending for over a week, during which time you can't request another, so rather than the original terms of $2000 per week it seems to be $250 every 2 weeks at best. I have attached a screenshot of withdrawal confirmations from the casino, where they have only processed x amount of x as explained above

When I email and question why they are stalling withdrawals they tell me they can pay me out as little as they like based on my 'activity' on their site, but why on earth would I keep depositing or playing when they take months on end to pay out one win like this?

I'd like to mention I was a high depositing customer, depositing and losing 5 figures before I hit one win. Does that not qualify as sufficient activity?

Askgamblers, all I am asking is for the casino to agree to pay me $2000 per week so I can get my money out in a reasonable timeframe.

Kind regards

Francisco

I signed up for this casino 12 days ago and played through the wagering requirement of the free balance. They require a deposit for the withdrawal, so i deposited 25$ and played it through and ended up with 100$ balance. On 21.5.2019 i submitted my verification documents to them.

On 28.05.2019 they requested a screenshot of my banking account "to verify the banking details for typos", and i've since then got no answer from them.

This is what their ToS says:

"7.1.5. Approval of documentation is one time procedure and takes up to 4 (four business days). In case if any document might be missing, the player will be emailed with the list of necessary documents to be provided to the Casino finance department for verification process. In case if the player fails to provide documents within time frame mentioned above, the Company might deny such withdrawal request until the provision of such documentation."

So they have been now delaying my verification for over a double amount of business days stated in their ToS. It feels like they are purposely trying to delay the verification, so i would get frustrated and play my balance.

We are all saying the same thing, about the bizarre withdrawal methods. Yes, installments are stated in their T&C, but the complete reality of that is not told. No one will say how long these minimal withdrawals will go on, only that it is up to finance. I too won $1800 in early July. I have received two payments of $250. I continue to request withdrawals and they continue to reverse them after approximately 8 to 10 days. My last request was completely denied, stating that I had not made a deposit in 30 days and would need to do so in order to reactivate the account. I ask why you would continue to deposit when you already have money in the account that you can't get out. They stated it was part of the rules. This may be true, but I do not believe that we are accustomed to this and it becomes quite stressful. So now, I must make sure that I make a deposit within every 30 days to stay active, or just close my account and let them have the money. This casino needs to state exactly, in their T&C, what the true facts are and not just say it is up to finance. I am just hoping that the other complaints are resolved and people are very aware of how it works.

When I first signed up with this casino I wanted to make a deposit using bitcoin, and was happy to hear they accepted this as a payment method. At that time before my deposit I had conversation with M. Cla**, I wanted to make sure that if I were to win and needed to make a withdraw that I would be able to withdraw using the bitcoin withdraw method. She assured me that yes it was available to me I would just need to call her and verify my account also send in my picture Id, a recent copy of a utility bill, a photo of myself holding my ID, and a form called the faxback form with bank information. I promptly did the phone verification and I sent all these documents into the casino (note I did add my bank information to the faxback form but for security reasons I had blacked out some of my account numbers) I also Included my Bitcoin address if I needed to make a withdraw. At this point I was pleased with the folks at Eclipse Casino everything seemed to be trustworthy and the games seemed fair and were fun to play, I was very happy they had decided to accept bitcoin deposits and bitcoin withdraws. I had got to a point on my account where I felt I should make a withdraw to see how that would go, and if all went well I was prepared to start making many more larger deposits to this casino with bitcoin. but they denied my account the ability to withdraw to my bitcoin wallet . Ive been told many reasons why it was now not available to me. e.g The casino is undergoing maintenance and I needed to wait , (almost 3 months have passed) or they say My player class is not high enough to have this option to withdraw. this has been an ongoing effort to have them send this payment , Ive spoke with many different people. Paul the accounts manager assured me that this would no longer be an issue and to wait just a couple more days and they would process the bitcoin payment another accounts manager said exactly the same thing. I do have emails from [email protected] saying its available withdraw option for me I also saved transcripts that say it is an available option for me. I'm not sure why they wont send it they just keep saying my player class is too low. I would have not deposited my bitcoin if I had no bitcoin withdraw method and I made sure that it was before depositing. If the person that first promised this option to me made a mistake I can understand, what I am asking for is that the casino send my withdraw to my bitcoin wallet even if it means making an acception for me. the amount is $150 USD worth of bitcoin. if they can make this happen then they would surely see many more deposits from me in the future :) I really like all the folks at this casino they are a great team and the game play is great! its been over two months since I first requested this withdraw I'm hoping we can solve this in a timely manner. Thank you

a new member I was fortunate to have won several times, on 6-14 I won 1475 then on 6-16 I won 500.00 and again I won 928.00 on ??, I requested a withdrawal in the amount of 1175.44 on 6-14 and received an email stating the withdrawal was being processed, 10 days later I received another email stating my withdrawal was processed and they would be crediting my Visa card with 250.44 and my withdrawal request had been reversed, I was very confused and went online to Live chat and was informed that according to there policy they could bundle the withdrawals and it was a management decision based on your time of play and your deposits, they put the balance back into my account and I had to request another withdrawal and start the wait time from that date, I requested another withdrawal in the amount of 1700.00 and received an email again stating it was being processed, only to learn they were going to credit my Visa card again in the amount of 250.00 at this rate it will take 3 months for my payout. To date I have received 250.44 with another withdrawal in process for 250.00 leaving me a balance of 1450.00 in which I will have to request another withdrawal and start the wait time, it should also be noted that I have a balance of 703.00 in my account, they have changed my player status and taken away all of the bonus' s offered, Why would I continue to play and make more deposits as to change my player status when they are using absurd tactic to payout players, I am a 71 year old woman who has played on many sites and I have never had this happen, when I make a deposit the funds come out immediately why can't they credit the same way (it should also be noted that the only option given to me to receive my winnings was a wire so I gave them all of my bank information but no wire was sent) I just want what is FAIR and the tactics that they use are definitely not fair.

I submitted documents for withdrawal on 4/3/17. They were received, submitted & waiting for processing on the 4/7/17. On the 4/10/17 they were forwarded to their finance department. Then they email me with my bank account # & ask me if my routing # is also correct, in a unsecured email mind you, for I requested a bank wire transfer. Then 4/11/17 they say that my documents are approved & I am welcome to request a withdrawal. 4/18/17 they say my cashout for $1,800usd is processing. then this morning 4/27/17 i get an email stating that my reversal for $1,800usd has been complete, I never asked for a reversal. another email stating my cashout for $150usd is processing, which I again, never requested. 5mins later I get another email stating the $150usd has been complete to my amex card, which i never requested to be done. So now they are charging me $50usd for the transaction I never requested. They said I could request another withdrawal for the remainder which they are going to charge me yet another $50usd to complete & I bet you they are only going to give me another $150 back on my amex card. Its completly ridiculous, for I only wanted a bank wire transfer. I have a feeling they are going to nickle & dime & charge me $50 for each transaction & only give me $150 each time untill my $1,800 is gone which means they are going to take over half my winnings in withdrawal fee. No one will give me an answer or respond to my replies via email. I have all the emails regarding this claim. AS