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Exclusive Casino - I won 2000 usd but I have been told it will take up to 6 months to be paid

RESOLVED
Complaint Info
Disputed casino Exclusive Casino
Reason Delayed payment
Amount $ 1750
scratcha Queensland Message
Posted on February 18, 2020

Around 16/January I won $2000usd and I did my Identification and was approved then I get a email saying that they only paid $250 of the $2000 and $1750 been put back to my playable balance and thinking that it would be 7 business days between each $250 withdrawal I put in a request for the other $1750 only to be told tonight 30days or 1 month after winning that it will be 14 business days between each $250 payment which makes my withdrawal complete no earlier than 26/ June how on earth is this fair 6 months to request my money I won fair in square from this casino

Posted on February 21, 2020

Dear SCRATCHA,

Thank you for your post on AskGamblers.

We would like to outline that as per T&C, Section 9. Withdrawal procedure. Fees and Limitations in Withdrawals: " Exclusive Casino Online Casino reserves the right to send out the player’s winnings in installments. Installment amount is calculated in accordance to the player’s class. Player class is generally determined by depositing or the gaming activity of the player."

Please take into consideration that the Exclusive casino reserves up to 7 business days to accurately proceed with the payment.

We were informed by the Finance representative that the 2nd withdrawal was recently sent and should reach your bank account shortly. Should you need help locating the payment, please contact our friendly Finance team, they will be glad to assist you.

Have a wonderful day ahead!

Sincerely,
Exclusive casino

scratcha Queensland Message
Posted on February 22, 2020

So honestly it’s going to take more than 6 months for me to get my winnings cause 7 business days is absolute rubbish and u know it I have transcript of my conversation with live shat that they inform me each payment will be 7 business days for approval and then another 7 business days to process payment.
And it’s just a bad business decision that u make very very small payments of $250 to us players cause from almost all my payout wins iv received I’d havdd Ed to say that 70-80% would be deposited straight back into the casino I won it from but breaking up my withdrawal into 8 payments and 6 plus months there is no way I’d play in such a unfair casino again. sorry not sorry but I’m sure most gamblers would agree with me on this one. So at the end of the day it’s your massive loss.

Posted on February 26, 2020

Dear SCRATCHA,

Thank you for your reply on AskGamblers.

We assume that the minor miscommunication took place. We can confirm that as per T&C it takes up to 7 business days for the approval of the pending withdrawal. The Finance team requires this specific time frame to diligently process the payment.

Once the request is approved on our end, it takes some time for the funds to reach your account (the time frame usually depends on the communication time in between banks from both sides).

Please take into consideration that the new withdrawal request can be submitted right after the approval of the previous one. There is no need to wait another 7 business days for submitting new payment.

We have been informed by our Finance department that for your convenience they have offered you to fix the approval day of the further pending requests to Friday.

Should you have any questions - please feel free to contact our 24/7 friendly Live Support team.

Sincerely,
Exclusive casino

scratcha Queensland Message
Posted on February 27, 2020

Ok so it’s now been 42 days (or 6 weeks or 30 business days) since I won the money and iv only received a stingy amount of $250 of my $2000 and your verification period is suppose to be 4 business days??? Anyone reading this please be careful with this casino as the t&c’s are very shady as to what a players class is so that exclusive casino can change the rules as they please. And they don’t ever keep up to the timeframe rules as they outline verification or documents is 4 business days, I went to live chat on the 6th business day and was extremely disrespected but a man when he continued to call me ma’am after I told him I was a bloke, man, male,sir,Mr, and I sent a email to the casino complaints department and got no reply I felt so disrespected and downgraded that he continued to call me ma’am after I told him I wasn’t.

scratcha Queensland
Posted on February 28, 2020

Oh so sorry iv made a mistake in my previous complaint update I have received $500 of my $2000 payment I did get the second payment yesterday 27/February. I’m very sorry for this mistake

AskGamblers
Posted on February 28, 2020

Dear @scratcha,

Please confirm if you have received the total amount requested. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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