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Casino Complaints

No reply and no payments of winnings

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By tokie73
12 years ago
Message on forum

I made withdrawal request of MAX USD on 28 June 2012 03:50 AM after playing on and wagering the 2805% bonus on deposits of 25 - 250 .

I submitted the requested ID docs and later my neteller account but still have not received the payment of my winnings.

The support system keeps referring me to the original ticket which still remains open with no progress.

They did not reply at all to the ticket,and not reply E-mail at all.

Disputed Casino Always Cool Casino
Reason Delayed payment
Amount $701

Discussion

User name

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

User name loyalty-level-2

Today, accasino pay my winning!

It takes about one month.

Thank you AskGamblers.com.

Thundercat,thank you for your kindness advice.

The problem was resolved.

User name loyalty-level-2

Accasino repley

Dear Tokie,

Your request is exceeds the available limit available with Neteller. Please provide a Moneybookers account in order to proceed.

Firstly, I choice withdrawal mothod of Neteller. and they said provide Neteller account information.

I got the complete runaround.

I suspect that they　accasino willing to pay.

I update tickets.

Even if chat is online,they do not repley. today.

Only time passing more and more.

User name loyalty-level-2

ACCASINO do not observe the day of withdrawal!

accasino chat:

There are currently 4 chat request(s) before you in the chat queue.

Your Question: What time can I withdrawal $701.25 via Neteller?

About one month has passed!

If you do not properly paid, I would write to complain to, no matter how many times it AskGamblers.com!

Please wait, an operator will be with you shortly.

You are now chatting with Michael Vincent - Support Team

00:49Michael Vincent: One moment please

00:49Michael Vincent: Yes, I can see it's already been requested

00:51TOKIE73: How long time to withdrawal?

00:52Michael Vincent: First time withdrawals usually take 10 to 14 business days but your case was already escalated to accounting management

00:53TOKIE73: How many days from today?

00:53Michael Vincent: I am only support

00:53Michael Vincent: Do you have a ticket open with accounting?

00:56TOKIE73: My tickets is now closed and resolved.

00:56Michael Vincent: May I have the ticket #

00:56TOKIE73: #PMR-282-38278

00:58Michael Vincent: yes it was sent to processing on July 21st

00:58Michael Vincent: You may update the ticket whenever you like

00:59Michael Vincent: You should receive a response shortly it is in the queue to be processed

01:01TOKIE 73: Also I need ticket?

01:01Michael Vincent: No ticket is needed, it is already in the queue to be processed

01:03TOKIE73: So,how long to withdrawal

01:04Michael Vincent: As I am only support I do not manage time frames

01:04Michael Vincent: As I mentioned first time withdrawals may take from 10 to 14 business days

01:04Michael Vincent: I have already been made aware that your case has already been escalated to management for review

01:05TOKIE 73: About one month has passed　until now!

01:07Michael Vincent: It would also depend from what point documentation was complete and the withdrawal was requested, but again I am CS if you would like more specific information please feel free to update your ticket

01:08TOKIE 73: Now update ticket

ok, they will respond in the order is was update

01:14Michael Vincent: Is there anything else I can assist you with today?

Always Cool Casino Complaint Stats

Resolved 33 / 54
Avg. Amount $719
Avg. Complaint Duration 16 days
Avg. Response Time 3 days

Always Cool Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.
So far, 27 out of 45 complaints in this category have been resolved.
This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Screenshot

Always Cool Casino Complaints

See all complaints for this casino
Over 3 months waiting on a payment, hard to get response
I first made a request for withdrawal with AC casino on 11th December for approx $1000, here is a brief timeline of my exchanges with their support?accounting since then. December 11: withdrawal request. requested neteller from available options January 5: Asked for an update on my withdrawal (at this time my request was marked as resolved) January 21: Again asked for an update January 26: (first contact from AC) they told me that neteller was unavailable and offered me bitcoin February 11: (I was away from home so my response was delayed) informed AC that I did not want to use bitcoin, and asked if bank wire would be possible. February 18: They confirmed they could do bank wire with $100 fee February 25: provided AC with documents required along with bank details to process the transfer February 28: receive this from AC: "in order to process your request via Bank Wire you need to provide us with the bank instructions, you need to request this information directly with your bank." So I contact my bank, speak to 2 different staff from international transfers department, they both confirm that i have given AC all the necessary details to do the transfer, they tell me they are confused by AC's request. At this time I am at a loss as to what I more I need to supply AC with so i contact them again. March 1: leave message for AC explaining that my bank tells me I have already provided all information required, and ask AC to please clarify specifically what further information or details it is they need from me March 21: again I ask AC to please respond. It has now been well over 3 months since I made the initial request, I have even had to go into my account and spend a few dollars to make sure my account was not closed after 3 months of inactivity. I am worried that AC will just continue to delay or ignore my correspondence until I give up and leave them alone. I feel I have been very patient and polite to this point, but I also have little confidence AC will process my request without some sort of third party intervention. I would really like to resolve the issue as it has gone on too long now. Thanks, Geoff
Status unsolved Unresolved
$1,000
Refusing to process withdrawal to advertised payment method
Hi, please assist me in the following issue. I have requested a withdrawal at ACCasino, and I selected the Neteller option on the site for my withdrawal. They have Neteller, bank wire and Skrill as option when you go into the withdraw page. So naturally for me, I chose Neteller, because I have a Neteller account. I received an email from accounting telling me they do not have Neteller as a withdrawal option and that the only option for me is Bitcoin, and I shoul open an account on coin mama. I don't want to do this, as you have to deposit funds into a coin mama account first, and I'm not willing to do this. Basically, I'm not that interested in Bitcoin at all, it is not really supported in my country. everytime I reply on a email from accounting, as per their terms, my withdrawal is set back 3 days again, so basically they are not giving me any choice, yet they do have Neteller as an option, but not giving it to me? Attached is the lates email from them to me, again on Bitcoin, and my reply, with a screenshot of their withdrawal options. Also, they have all my verification docs, Neteller screen print, bank details utilities bill, identity doc. Ticket no XQB-417-82437, Please help.
Status unsolved Unresolved
$127
Payment request takes too long
Hello my name is Shireen < surname removed > first times i like to thank you very match and your friendliness and I am very happy that I have already registered with your site. My complaint is I have been for more than three weeks at the casino Ac a withdrawal request sent but there was no answer until now I tried the casino accounting by telephone but the number was not assigned so I then tried through the lifechat several times something To reach but was in vain no concrete answer no phone nr nothing, i have at AC casino account Euro 1929, - and I can do with nothing because is blocked ,alls I ask you friendly to contact The accounting department of the casion Always Cool and In my order the total money to withdraw it and to send it my bank Account that I have sent casino ac my data and I will send it to you also I thank you again and I hope that a soon to give solution
Status unsolved Unresolved
€1,929
Not Processing Withdrawal on $8,000
I have been patient. Two weeks since I requested the withdrawal. I submitted a ticket because the system would not allow for withdrawal and the ticket was marked as resolved and no one answered or did anything. So I reopened and again no response. I understand there may be delays, but they are actually not even attempting to process the request and furthermore are not even responding to support requests.
Status unsolved Unresolved
$8,000
Won't pay me $1,223
I asked for a withdrawal and submitted a ticket on June 8th and haven't heard a word from them. Chat is also very rude and I'm embarrassed to have played at this casino. I'm owed 1,223 USD and I'd like to have pursued. Thanks.
Status unsolved Unresolved
$1,223
Not willing to refund my deposit
I have my account open December 2015 after I saw the site advertised live dealer games available. I have made a deposit EURO 200 via Entropay. As you may aware, Entropay is like a payment platform not a visa card. After deposit made, the live dealer games are not at all existed. I've contacted via live chats support & emails, and confirmed that there are no live games and no time frame when can it be installed. Therefore, I've decided and requested withdraw my deposit back and close my account. Unfortunately, Live chat with their support team, only can assist me with deposit but not withdraw, worst still when I asked further questions, they cut me off. This is from Mid December 2015. I have sent all relevant documents via emails and each time, it takes them 21 days at least to response and asking the same requirement documents which I have sent months ago. I have screen shot with the account, my photo ID, bank statement. Nothing has come through or letting me know what is the outcome. The last response from them was on 25th April 2016, and from a new request ticket submit again.. Now we are coming to 6 months. They are still holding my EURO 200 and not return to me. Please help. I just need my money back and close the account. I have all the email correspondences evident proofs. Many many thanks.
Status solved Resolved
€200
Waiting a month for payment
I submitted ticket to withdraw my funds on April 11th and have yet to receive them. After I submitted my documents, I have not heard back from accounting. I tried calling but the number doesn't work. I spoke with live customer service and they put me in touch with a man named Steve *******. He did get back to me but I am still waiting for a real answer. I was told there were issues with the people in accounting department and then issues with their system. All I want is my 886 dollars that it took forever to get because of wagering requirements. I finally met them and just want my money.
Status unsolved Unresolved
$886
Stalling payment for ages
user name shane23 had a withdraw of $1500.00 that was never paid out it just sat in my account for ages and the support was harldy ever there to respond so eventually emailed there accounts department week later but still not had any reply and in the end got so suspect with this casino i laned playing all the money back .......very poor and think really should have been paid out this was now over 1 month ago
Status unsolved Unresolved
$1,500
One More Delayed payment
Hi, It has been 2 months since I made my withdrawal request for..... 23€ !!! 09/02/15 : Withdrawal Request 09/16/15 : Withdrawal request has been pre approved 06/03/15 : Provide them my skrill account 06/07/15 : Withdrawal request has been pre approved But I didn't receive the money.
Status solved Resolved
$24
Delaying my payment
Good afternoon, I won back at them from no deposit bonus without problems, everything is honest, it is my first account, addressed it to the support and I was answered immediately that at you by all well and there are no problems, send the demand and within 1-3 days we will remove to you means and we will verify an account, but still I didn't receive the money, I ask to help to process modest $120
Status unsolved Unresolved
$120
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