Complaint #28
Casino Plex
Withdrawal delay for 2 months
9 years ago
I had play in Casino Plex 8 July 2016. After the game the same day I requested the withdraw ($710) and I am still waiting it. The screenshot of the transactions is in the attachment. As we can see my withdraw still has status "Waiting".
My account in this casino is verified, all the necessary documents are uploaded and approved.
I don't have any bonuses.
So the problem is formal I guess.
Of course I wrote to support, here is the answer from 6 July 2016 (screenshots of the emails are in the attachment):
"Hello Raisa,
With this e-mail we would like to apologize for the latest inconvenience in processing withdrawals caused by technical problems from our side.
We confirm that all technical issues have now been solved, and in about 10 days all the services will be fully reintegrated and above all IMPROVED.
Please accept our apologies for the long waiting times of pending withdrawals. We do confirm that within around ten days (definitely by July 19/20) all pending withdrawal requests will be fully processed.
We are confident to announce that no similar issues will occur in the future and we will be more than happy to provide the best service and you will have the chance to verify it yourself!
Best regards,
Casino Plex - Financial Department"
Ok, I was waiting.
But after 20 July I didn't get anything. So 21-st July 2016 I wrote to support again and here is the answer:
"Dear Ms. Raisa *************,
Thank you for your relay.
Our Department informed me that your withdrawal request will be processed in the next days, this because there are a lot of withdrawal request in pending and the process of payment is based on the withdrawal request made in the past.
Please excuse us for the inconveniences.
Don’t hesitate to contact us if you have any additional questions.
Best regards,
Customer Support Team"
Of course "in the next days" I didn't get anything.
5 August 2016 I wrote to the support once more and received this answer:
"Dear Raisa,
We sent an e-mail to our financial department about your withdrawals , we will pay as quick as possible and we apologise for this delay.
Don’t hesitate to contact us if you have any additional questions.
Best regards,
Customer Support Team"
And so I am waiting for my withdraw more than 2 months and I really need this money now.
My account in this casino is verified, all the necessary documents are uploaded and approved.
I don't have any bonuses.
So the problem is formal I guess.
Of course I wrote to support, here is the answer from 6 July 2016 (screenshots of the emails are in the attachment):
"Hello Raisa,
With this e-mail we would like to apologize for the latest inconvenience in processing withdrawals caused by technical problems from our side.
We confirm that all technical issues have now been solved, and in about 10 days all the services will be fully reintegrated and above all IMPROVED.
Please accept our apologies for the long waiting times of pending withdrawals. We do confirm that within around ten days (definitely by July 19/20) all pending withdrawal requests will be fully processed.
We are confident to announce that no similar issues will occur in the future and we will be more than happy to provide the best service and you will have the chance to verify it yourself!
Best regards,
Casino Plex - Financial Department"
Ok, I was waiting.
But after 20 July I didn't get anything. So 21-st July 2016 I wrote to support again and here is the answer:
"Dear Ms. Raisa *************,
Thank you for your relay.
Our Department informed me that your withdrawal request will be processed in the next days, this because there are a lot of withdrawal request in pending and the process of payment is based on the withdrawal request made in the past.
Please excuse us for the inconveniences.
Don’t hesitate to contact us if you have any additional questions.
Best regards,
Customer Support Team"
Of course "in the next days" I didn't get anything.
5 August 2016 I wrote to the support once more and received this answer:
"Dear Raisa,
We sent an e-mail to our financial department about your withdrawals , we will pay as quick as possible and we apologise for this delay.
Don’t hesitate to contact us if you have any additional questions.
Best regards,
Customer Support Team"
And so I am waiting for my withdraw more than 2 months and I really need this money now.
Screenshot
