Complaint #2
Crazy Spins Casino
Waiting for a withdrawal for months
11 years ago
Withdrawal submitted on 03-04-2014
No contact from casino.
I contacted support on 26-04-2014 but delivery to the following recipient failed permanently: support@crazyspins.com (the email on their website)
I searched for a valid email and sent my documents on 05-05-2014 to accounts@acecasinoclub.com which is part of the same company.
Finally got a response from support@acecasinoclub.com on 15-06-2014 saying:
"I will follow up with accounts team and update you with in 24 hours.
Please dont worry about your withdrawal, we value all our player let me find out why there is delay."
Then after bugging themj they said on 18-06-2014 this:
"Accounts been trying to contact you from number of days but for some reasons email returns back. Please add accounts@acecasinoclub.com to you contact list so that email gets deliver in your inbox."
I did so and checked there was no email in spam folder.
The next day they said:
"I have informed accounts about it, they will soon send you the email."
It never came.
I contacted manager@acecasinoclub.com on 30-06-2014
He replied:
"We pay our players on time if they meet there wagering requirement, we never hold payment.
Let me follow up with accounts and get back to you."
And on 10-07-2014:
"Accounts informed me that they have emailed you but not getting response from your end.
Kindly drop a email at accounts@acecasinoclub.com. I will make sure your issue is resolved with in 24 hours."
To which I replied the same day:
"please process my withdrawal. I have not been receiving any emails from accounts@acecasinoclub.com eventhough I have added it into my contacts list and I have checked my junk email."
---
They claim to have been sending me emails from accounts@acecasinoclub.com but I have never received them.
---
Here's a chat log:
[Help Desk] dear player accounts emailed you many times but you dont reply to us, so please reply to that email to get things moving it been getting delayed from your end not by us
[Visitor] like I have said there is no email from accounts in my inbox nor in my spam folder despite the fact that I have added the address to my contacts
[Help Desk] please send a email at accounts@acecasinoclub.com
[Visitor] I have already
[Help Desk] and I promiseyou it will be sorted out by day end
[Help Desk] please do it once more
[Visitor] just sent
[Help Desk] just give me one day it will be sorted out for sure
[Visitor] why can't you send account's email from support@acecasinoclub.com or manager@acecasinoclub.com since they both have worked in the past
[Help Desk] I have informed my manager about it , he is following up
[Help Desk] ok we will do that
[Help Desk] we are here to support our players
[Help Desk] please accept our apology for delay
[Help Desk] it will be resolved by day end for sure
[Visitor] apology accepted when money received
[Help Desk] you will be updated by day end for sure
---
No contact from them by day end.
No contact from casino.
I contacted support on 26-04-2014 but delivery to the following recipient failed permanently: support@crazyspins.com (the email on their website)
I searched for a valid email and sent my documents on 05-05-2014 to accounts@acecasinoclub.com which is part of the same company.
Finally got a response from support@acecasinoclub.com on 15-06-2014 saying:
"I will follow up with accounts team and update you with in 24 hours.
Please dont worry about your withdrawal, we value all our player let me find out why there is delay."
Then after bugging themj they said on 18-06-2014 this:
"Accounts been trying to contact you from number of days but for some reasons email returns back. Please add accounts@acecasinoclub.com to you contact list so that email gets deliver in your inbox."
I did so and checked there was no email in spam folder.
The next day they said:
"I have informed accounts about it, they will soon send you the email."
It never came.
I contacted manager@acecasinoclub.com on 30-06-2014
He replied:
"We pay our players on time if they meet there wagering requirement, we never hold payment.
Let me follow up with accounts and get back to you."
And on 10-07-2014:
"Accounts informed me that they have emailed you but not getting response from your end.
Kindly drop a email at accounts@acecasinoclub.com. I will make sure your issue is resolved with in 24 hours."
To which I replied the same day:
"please process my withdrawal. I have not been receiving any emails from accounts@acecasinoclub.com eventhough I have added it into my contacts list and I have checked my junk email."
---
They claim to have been sending me emails from accounts@acecasinoclub.com but I have never received them.
---
Here's a chat log:
[Help Desk] dear player accounts emailed you many times but you dont reply to us, so please reply to that email to get things moving it been getting delayed from your end not by us
[Visitor] like I have said there is no email from accounts in my inbox nor in my spam folder despite the fact that I have added the address to my contacts
[Help Desk] please send a email at accounts@acecasinoclub.com
[Visitor] I have already
[Help Desk] and I promiseyou it will be sorted out by day end
[Help Desk] please do it once more
[Visitor] just sent
[Help Desk] just give me one day it will be sorted out for sure
[Visitor] why can't you send account's email from support@acecasinoclub.com or manager@acecasinoclub.com since they both have worked in the past
[Help Desk] I have informed my manager about it , he is following up
[Help Desk] ok we will do that
[Help Desk] we are here to support our players
[Help Desk] please accept our apology for delay
[Help Desk] it will be resolved by day end for sure
[Visitor] apology accepted when money received
[Help Desk] you will be updated by day end for sure
---
No contact from them by day end.
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