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Wild Tornado Casino - Withdrawal of €1,500 delayed

REJECTED
Complaint Info
Disputed casino Wild Tornado Casino
Reason Delayed payment
0tasosf Greece
Posted on April 23, 2021

Dear all good day,

I have requested 3 withdrawals of 500,00 euros ( total 1500 euros) on 07.04. So far the withdrawal has not been approved and still has status "pending". After emailing and chatting with customer service from the casino I was first informed that the delay was due to heavy payouts, then I was informed that it is a delay that they don't why and asked me to be patience. I honestly don't know what to believe and would like to receive my withdrawal.

Thank you for the support.

Posted on April 24, 2021

Dear 0TASOSF and AskGamblers team,


We have reviewed the situation, and we want to clarify of what is happening.

In the first instance, we want to assure that there is no reason to worry, as we know about this case and working on it. Previously, we actually processed the payment on our end, and it was sent for further processing to be credited to the customer's account.

On our part the payment was processed in a timely manner, but after some time, it was returned to the player's casino balance. The reason for this was the need for additional verification, namely, the client had to upload a bank statement no older than 6 months with the bank account details that are in the transaction. Because the statement that the client had in the account did not match the requirements of the payment provider that processes the transaction. Sadly, such circumstances that led to a delay are beyond our control.

At the moment, the player has already provided another statement, and we are now clarifying whether it is suitable for making a payment.
If any additional information is needed, we will immediately inform about further actions.

It is worth noting that since withdrawals were requested via bank transfer, it may take a little longer than via other payments. Nevertheless, we hope that everything will go quickly, the client is satisfied and this complaint can be considered resolved. Therefore, we ask for patience and understanding of the situation.

Accept our apologies for waiting. In the end, the winnings will be received, but at this time you need to wait a bit. Hopefully this doesn't bring you too much inconvenience.

0tasosf Greece
Posted on April 24, 2021

Unfortunately one of my favorite casinos has failed to work out a simple withdrawal. Your answer is full of ambiguities ( e.g. 7 other withdrawals from the same day were processed and funds received ). I really don't want to argue with you and for now I'll just wait for you to finish the job. I hope that you'll speed up the whole process after all the dissatisfaction that your actions have giving me. The case remains open until the funds are in my bank account.

Posted on April 26, 2021

Dear 0TASOSF,

We are very sorry that you have faced with the obstacle while withdrawing the winnings.
All of us want this case to be resolved as quickly as possible, and we truly understand that it is not easy to wait for so long.

As soon as we receive the reply concerning the document we will inform you.

We sincerely hope for your cooperation!

0tasosf Greece
Posted on April 26, 2021

Please close the case. After all this waiting the funds were back in my account, played and lost all them all. The disatisfaction of all these actions remains though.

AskGamblers
Posted on April 26, 2021

Dear @0tasosf,

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.

Please keep in mind that while 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.

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