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Casino Complaints

Run around on payout request

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By chartexas
9 years ago
Message on forum
I won a jackpot bonus on top of playing a bonus. When I tried to cash out they said no as I hadn't meet wagering requirement's, well I beat the requirement's and cashed out $4000. Not knowing your winnings came in partial payments, I would have not played, but as of to day 9/12/16 my winnings are still sitting in my account under pending request. Of course they want you to play it back, but I'm not. It has been sitting there for 8 days. When I inquired (you have to email), no phone they said it would take about 2 weeks for my first installment BUT there was a delay due to a processor. I have played casinos for over 10 years and know how they work. I'm, just warning people not to play them as you want see your winnings. $4000 down the drain!
Disputed Casino Old Havana Casino
Reason Delayed payment
Amount $8500

Discussion

User name loyalty-level-2
Still no more payment. Now being told its up to upper management when I will receive another payment. AS of today its $7000 that is owed, not $6500. I was also told that there are other people way a head of me that are still waiting for their payouts.
User name
This case has been reopened as per submitter's request and AskGamblers Complaints Team is willing to give it one last chance hoping that both parties involved into the dispute will finally manage to reach to a satisfactory resolution.
User name loyalty-level-2
UPDATE: Just received $2000. Lets see if I get the remaining $6500.
User name loyalty-level-2

UPDATE: NO MONEY!

Department: Finance

Full Name: < name removed >

Email: ******­***­***­***­***­*@y­aho­o.com

Your Question: can you please give me an update on the 2 that are in progress and the rest of my withdraw.?3 are going on 4 weeks now. !

Operator: Johana A.

17:15 Your Question: can you please give me an update on the 2 that are in progress and the rest of my withdraw.?3 are going on 4 weeks now. !

17:15 Please wait and one of our operators will be with you shortly.

17:17 You are now chatting with Finance

17:19 < name removed >n: hello

17:21 Finance: Welcome!

17:21 Finance: May I have your username, please?

17:21 < name removed >: < username removed >

17:22 Finance: I'm really sorry for the delay!

17:23 Finance: Two are in progress and from now on there should be a payment included for you in each batch we create

17:23 Finance: As further information our main provider was down for a while and it caused our waiting queue to increase in an important way. Right now all is working fine but it has taken a while to catch up with older payments. All this to explain and apologize for the waiting time your payment could take to be submitted.

17:25 < name removed >: Listen i have been hearing s much about the "processor", when are the 2 that are in progress going to be paid?

17:25 Finance: We are just waiting for our provider to confirm the transaction confirmation number

17:26 < name removed >: and how often do you creat batch

17:26 Finance: They usually go once a week

17:27 < name removed >: You do know you tell eveyone this as I have seen all the comlaints. You give everyone the same story.

17:29 < name removed > and the complaints have only been on $100-$350

17:30 Finance: Maybe because this story is true and we need to let all customers the reason why delays happen

17:31 Finance: Payments are processed in a first in-first-out order it doesn't matter if it is $300 or $3000

17:31 Finance: And it works the same for every customer

17:32 < name removed >: About the processor? That's why you have all the complaints. Anyway hope to see my money some. I will update everyone to let them know what you have said.

17:33 Finance: Sure! And we truly look forward to submit your payments

17:35 < name removed >: And I truly look forward to seeing them before then end of the year.

17:36 < name removed >: Have a wonderful day!

Helpdesk: http:/­/ww­w.m­ain­str­eet­car­e.eu/


Old Havana Casino Complaint Stats

Resolved 9 / 23
Avg. Amount $1,256
Avg. Complaint Duration 7 days
Avg. Response Time 4 days

Screenshot

Old Havana Casino Complaints

See all complaints for this casino
Withdrawal is not received
This is to inform you I have successfully wagered bonus amount x2 plus wagered my deposit of $25 five times.Then I processed a withdrawal of $150 on the 8th of February 2024 and I am constantly being told, I need to wait on the payment provider to complete the next batch, which I think is a lie as this is the 3rd week and I still didn't receive my withdrawal. Why are the authorities allowing such a casino to operate?As the Regulator in Costa Rica further confirmed this casino is already negatively listed on their end.We need authorities to shut off this casino!
Status unsolved Unresolved
$150
Trouble With Withdrawals
Hello, I have a pending withdrawal of $2495 minus bonus money. I have sent all the proper paperwork to the casino. I have heard that there is a long delay in getting paid back so I am sending in this complaint to hopefully speed up the process. I await the response back from Old Havana on when the payout will be processed. I truly hope that Tawny is on the case as she is awesome and has helped me in the past.
Status unsolved Unresolved
$2,495
Delay in payment
Username: Proofreaders2000. I have submitted my withdrawal request over a week ago (October 7,2020) and have heard nothing. I have had to ask for advocates before on this issue at this casino about two months earlier. If this a such a reputable place what can't the withdrawals be faster? I've dealt with this group for years. Why this, why now?
Status unsolved Unresolved
$153
Processing refund problems
I have been waiting for 3 weeks for a refund of my deposits $3300. They first told me the refund was processed on 4th July . Every couple of days I am asking when will i receive my refund, they tell me over and over again there is a problem with their processors. They will not give me a time how long this will take. I have asked to speak the manager Derek Watkins but they always make excuses he has just left or he is not available. I just want my money back, i hope you please can help, i have saved all the chat conversations of their lies and false hope.
Status unsolved Unresolved
$3,300
Won't Process $7,570 Winnings
Old Havana Casino continues to delay my payment. It has now been 15 days since my payment request for 7570 USD was submitted and I have none of these payments approved or received. i have sent the casino all of the necessary verification and security documents and they have told me that my my account is withdrawal approved and that the process would take 3-5 business days. It is taking much longer then 3-5 business days and the payment process is at a standstill and not moving forward. I am very concerned at this point and doubt the good will of this casino.
Status solved Resolved
$7,570
Refunds still not processed after 6 weeks
Old havana has promised to refund all my deposits due to issues ive had £1600.
I have now been waiting 6 weeks, they told me that my refunds were preformed on the 5th of Feb. I have been in contact daily and the keep telling me that the refunds were sent but there has been a problem with the processing company and that they are trying to contact them. They have been telling me the same thing for 5 weeks. I have screen shots and transcripts of all the corresponding if required
Status unsolved Unresolved
£1,600
Giving me hard time withdrawing
I recently registered here using a no deposit registration code for 20$. I played, I met the 1200$ wagering requirements, and got the max cashout limit of 50$ . Upon my withdrawal attempt , is when I came across the casinos minimum withdrawal limit of 150$. Why have bonuses with a max cashout that's lower then your minimum cashout limit. The finance department told me in order to cash out the 50$ that I would have to deposit 120$ then make a withdrawal request again.
I then asked if I had to play through my deposit once through at least or just follow his previous instructions to deposit them just cash out in order to pocket that 50$. He then tells me I have to play through my 120$ deposit a total of 5X before I am able to request a withdrawl.This entire experience there seems shady and deceptive to me. I didnt break any terms & conditions to the best of my knowledge, and I just wish they would recognize the accomplishment of meeting the wagering requirements and got to the max cash out limit, and just let me withdrawal my winnings.
Status unsolved Unresolved
$150
Delayed payment, no updates
i made a withdrawal request to old havana casino for $131.00 on the 04.04.18 and it has been 15 days without hearing anything. I contacted them today about the issue and they said it was in the processing queue but i told them i had spoken to customer services and they said the account was ready to be sent over to the finance department to be evaluated when i was told it had already been processed, i am being told so many things like it takes 12 to 15 days to process and then 2 weeks to be evaluated, i have read other complaints and they seem to be having the same issue with this casino. they now tell me that i need to match my winnings by making a deposit equivalent to what my winnings are to be able to be withdrawn and they are going to reject my request, if they was a problem before they should of told me this whilst it was being processed or even before i made the requst i am so annoyed right now and hope i can get something done.
Status solved Resolved
$131
Extremely long payment waiting
I submitted my cashout on Jan 27. The financial team said it was accepted on their side, and was submitted to the payment center. It has been at the payment center for over 14 days. Today is February 27, and still no $. What makes things worse is when I contact the financial team they always say "Congratulations on your win!" It's like they rub money in your face without giving it to you. I am giving up hope. I really don't believe they will pay me.
Status unsolved Unresolved
$1,000
Still waiting for my payout
Old Havana Casino support told me via chat that their time to process withdrawals (including verification) is 1-2 weeks- quite a long waiting time for an online casino. Still, it has been 2 weeks now and the payment is still showing as 'pending' in the cashier. After completing the wagering on my match deposit bonus I submitted a withdrawal request for $200 on the 18/08/2017 and was contacted by their support via phone and email asking for verification documents to be sent to them. After submitting them, I received an email saying they were accepted. Please honour your commitments and pay me my money promptly.
Status unsolved Unresolved
$200
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