Complaint #16 EgoCasino

Delayed payment for over five days

By Resurrect25

5 years ago

Hi. Last week on Friday I made an account at EgoCasino. I deposited with no bonus played and won. I verified my account made a withdrawal of 1,000 euros.

The withdrawal is pending since then. My account was verified the same day I played.

I keep contacting live chat and they always say the same thing: That my issue will be forwarded to Financial department...

I dont see a reason why my payment should be pending so long. I know probably because they want that I cancel it and play that money. It gives a casino just a bad reputation. I saw so many complaints on this issue. I just want my payout and I never would like to deposit again at this casino.

Disputed Casino EgoCasino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

5 years ago

Dear @Resurrect25,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

We could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Resurrect25

5 years ago

The payment was pending over 10 days. As I was reading the other comments about this casino where players waited over 26 days to get paid I played out my payout and closed account immediately since 1000 euros is really not worth my nerves and negotoating with these scammers.

If someone is reading this please dont deposit and play at EgoCasino because they are just bad as it gets unfortunately.

EgoCasino

• Representative

5 years ago

Dear RESURRECT25,

Our live chat is open 24/7 and you can always contact us. You have not received the exact time due to the high workload of the finance department. We are sorry for waiting.

Best Regards,
EgoCasino.

Resurrect25

5 years ago

I wish to inform that I played out my payout as I did not wish to wait any longer.

I started playing in this casino because I saw on AskGamblers that it was the most played casino.

I wish to ask the following site to remove EgoCasino from their page since they dont respond and dont pay their customers on time so therefore IT IS NOT a safe casino to play.

EgoCasino Complaint Stats

Resolved 18 / 23

Avg. Amount $1,647

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

EgoCasino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 18 out of 23 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

EgoCasino Complaints

See all complaints for this casino

Payment not being processed

I received freespins as reward for signing up for this site and successfully managed to wager them. Now I have waited several days for the payment to be processed which according to the site should take maximum of 24 hours when withdrawing with bitcoin. 24/7 live chat or email support doesn't reply to anything even when trying to reach the casino multiple times a day.

Unresolved

€21

Withdrawal pending for more than a month, no responses

Hi, I requested a withdrawal with Ego Casino 2 months ago and it is still pending. I asked about this on Live Chat and they told me that there are currently delays on withdrawals, but that it should be processed soon, but this has been already 1 month ago and there was no change about the withdrawal status or no more information.

I believe it is not acceptable to wait so long for a withdrawal unless a reason is given and would like to know more information about why is my withdrawal delayed.

Unresolved

€250

Two withdrawals 960eur and 700eur are not processed after three months of waiting

I have made two withdrawals (23.1.2022 960eur and 24.1.2022 700eur) that are still not processed after three months. I have earlier completed other withdrawals from egocasino so my account is verified, but this time the process has taken much longer than usual. I have been asking details for these two withdrawals every month, but just keep getting an automated answer to have patience. I have attached screenshots showing the pending withdrawals and the answers to my queries from Egocasino.

Unresolved

€1,660

Withdrawal not processed in 3 months

Hi,

In early January 2022, more than 3 months ago, I requested a withdrawal of 250 Euro from Ego Casino. The withdrawal still hasn't been processed. I sent several emails to the casino, but everytime they send me the same reply: "We have received your letter. There are some delays in withdrawal requests processing at the moment. Your withdrawal will be processed soon." I have attached 2 examples where you could see 2 emails with different dates, 1 in January and 1 yesterday (in April). I would be fine waiting if there was a time-frame given, but the casino never answers any questions and it seems a "pre-written email" is sent to every question about withdrawals (would be interesting to see if other players have the same issue and receive the same email from this casino). I would like the casino to provide an answer when the withdrawal would be processed and process it as soon as possible as I believe waiting 3 months for withdrawals is not acceptable. If more information is needed to start my case please let me know.

Thank you,

< first name removed >

Unresolved

€250

Delayed payment of €500

Delayed payment of 500 eur. Been waiting for over a week contacted support every day and always get the same response that my withdrawal is in progress please wait. Status on site still says pending. The site clearly says that withdrawal should take 1-2 business days. I requested my withdrawal through ethereum and asked them if a different way would be faster and same thing they just tell me to keep waiting

Unresolved

€500

Delayed payment of €900

Hello,

My name is Catalin <removed surname> and I'm a player of EgoCasino.

Three days ago I have submitted two withdrawals but they are still pending.

On their website, I found that the withdrawals are processed within 24h.

I have received their confirmation, the validation is complete, everything seem to be alright, but the founds are not available yet in my account.

I have contacted their support team daily, and every time I receive the same answer.

Could you please assist with this issue?

Kind regards,

Catalin M.

Resolved

€900

Withdrawal Delay 414USD

I made my withdrawal request on 17.07.21 and have been successfully verified the same day. I waited for a week and my withdraw had status "In process". Support in chat was just saying that they have delays and I need to wait. Without any explanation. On 23 of July, I wrote again to support and they told me that couldn't proceed payment on my Mastercard. Without explanation. Support told me that I can create a new request on Visa card but first I need to make a new deposit. I told them that I don't want to make any new deposits in this casino and chose litecoin to withdraw. On 23 of July, I verified this method and create a new request. But I had the same situation: No withdrawal and no explanation why they have delayed and when I receive my winnings. And this is happening with casinos that have 24 hours withdrawal.

Please help to solve this issue.

I attached all prove for Ask Gamblers.

Resolved

$414

2 months delayed payment

I made a withdrawal request (313 euros) 31.05.2021 and my account was verified 07.06.2021.

I have asked (email and chat to them) multiple times but they always tell me that:

"There are some delays in withdrawal requests processing at the moment. Your withdrawal will be processed soon."

But that can't be true anymore. I understand week or two weeks delay but two months is way too much. Can you please ask the casino to process the withdrawal?

Best regards,

Resolved

€313

Withdrawal delayed for a month

Hello,

I made a withdrawal of 1000 EUR from Egocasino. On the 11th of May I got an email from them confirming that "they have received all the required documents and my payment information is verified and approved". I have contacted the chat about the payment on multiple occasions, but they always just tell me to wait. I have also sent several emails to their support team requesting an update but just keep being told to be patient and that they need more time to process the withdrawal. I have now waited a whole month for them to process my withdrawal.

Can you please assist me in my enquiries with EgoCasino to process the withdrawal?

Kind regards,

Gamblerjane

Resolved

€1,000

Delayed withdraw of 300EUR

I have active withdraw request for 300EUR from 01.05.2021 which is month and a half. And I still not receive payment and withdraw request is pending. My account is verified and I have old withdraws with same method(Neteller).

I won 900 euros on ego casino in the first half of march. My account was verified and I withdrew first 500 euros. There were no problems with the withdrawal. 400 Euros are left to withdraw and there still some issues with the withdrawal. Casino support is constantly saying that they will send me the money very soon, but money are not send 40days.

Resolved

€300