Complaint #21 African Palace Casino

Withdrawal taking forever

By jamesy71

10 years ago

I requested a withdrawal at Grand Reef Casino in Dec 2015 and it took a month to receive so I decided to play another casino instead. Not knowing they were connected I signed up to African Palace Casino and played a bit there, requested a withdrawal and its been over 3 weeks again and I haven't received it yet. It still shows as pending so it's still able to reverse. Support keep telling me that there is a lot of public holidays and lots of withdrawals to process. Yet I played at Euro Palace Casino(which according to online reviews has a slow rate of withdrawal) and I withdrew on Fri 15/1/16 and the money was in my account on Tue 19/1/16 so if African Palace was so busy doing withdrawals because of holidays and amount of withdrawals then wouldn't other online casinos have the same problem?

Disputed Casino African Palace Casino

Reason Delayed payment

Discussion

jamesy71

• Australia

10 years ago

Ok today was the first day they contacted me(other than the automated email on withdrawal request), after 35 days they are requesting ID documents which I was told by their live chat support that they would be able to use the documents I sent to Grand Reef as the finance team is the same people. Live chat support still cant explain to me why my withdrawal went from 'pending' to 'waiting' status about 10 days ago or why it took so long to email me. They just keep postponing and making up excuses, it sounds to me like they are going broke.

jamesy71

• Australia

10 years ago

Still no contact from them or anything in my bank. I went on live chat support to see if they could tell me anything, they said they can pass on a message to their finance team - that's it! They have been doing that for weeks, not even 1 email from them. This comment on here is the only attempt at contacting me and that took 5-6 days

jamesy71

• Australia

10 years ago

still haven't had any updates, no emails, no calls, no messages. Still no payment in my bank account

African Palace Casino

• Representative

10 years ago

Hi Jamesy,

Hope you are well.

Please note that we've taken this matter up with the pitboss/service manager and he will be i touch and ensure that this is resolved.

Best regards
Mario

African Palace Casino Complaint Stats

Resolved 11 / 33

Avg. Amount $2,036

Avg. Complaint Duration 7 days

Avg. Response Time 4 days

African Palace Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 10 out of 32 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

African Palace Casino Complaints

See all complaints for this casino

Won't pay out my withdrawal

Dear sir my user name is AFR91480932 and I request for my withdrawal of INR 28000 last year in the month of june and till now I did not get my withdrawal in my bank account and casino say that we shut down this casino. They shut down the casino after my deposit and they never informed me about this. This casino have three sister casino , Indio casino, Grand reef casino also and all of these casino use the same banking account of GLOBOTEC INDIA and now they refused to refund my money. Please I request you to take very strong action against these fraud casino and punish them. Seized their bank accounts and refund to player who cheated by them

Unresolved

₹28,000

Not reachable, withdrawal still not paid

Hi Sir / Madam, I am Online Casino Player in African Palace Casino with a Username AFR91884502 I am facing lot of issues regarding these casino. I have account with them. From past 2 Months, this Casino has stopped their operations & they are also holding my withdrawals up to 1 Lakhs. They can not be reached in any ways, either through phone, mail or any ways & even there Playtech software is not opening. Kindly Help me to resolve this. I am really fedup with this kind of action from this Casino. Kindly Help, expecting your reply at the earliest. Regards, Mary

Unresolved

₹100,000

Not processing my withdrawals

Sar my name is Hebry < surname removed > i am from India, my african palace casino id is AFR91753412 Last 2 months theare not giving withdraw my big amount is pending near about 500000 INR balance My email is < email removed >. I send u alll attachment of withdraw balance i am asking casino support and now no one is responding no calls and emails. plz help me

Unresolved

₹500,000

Withdrawal not proceed after 10 days

Sir my user name - AFR91705672 i have requested withdrawal in african palace casino of amt 39000 INR one week ago but they are not proceed my withdrawal till now. I have also send a emailed of regarding this but they are not responding. they are not answering my calls pls help me regarding my delayed payment. Thanks.

Unresolved

₹39,000

Money still not paid after multiple follow ups

My username is AFR91842342 . My withdrawal was not reflect to my account till now, All they say is "we have escalated your issue and our finance team is looking into it." I made a withdrawal on April month and i have did four withdrawals in the amount of INR12000 , INR 12000, INR7192.50 and INR 7215 and still no response from them on date I can receive my withdrawal. Soon after that i received a response from african palace casino few days back stating below, "It has been brought to our attention from our withdrawals team that there is a discrepancy with your latest withdrawals at African Palace Online. Upon closer inspection it has been identified that your gameplay has been deemed irregular as per the terms and condition on our casino. We have found that your gameplay sessions has been negatively motivated during your play sessions, and that you have not wagered & cashed out in the spirit of fair play. Your Bets have been found to be in excess or more than the limitations set at 30% of the Deposit match bonus received. All Bonuses granted, (whether it’s a Free bonus or a Match offer) are granted with the intent that a player will agree to the casino’s Terms and Conditions and wager the required amount in the spirit of fairness for fun and enjoyment, and not to be with a malicious gameplay behaviour to harm the casino in any way." I have received this message from casino. after that i have asked support team, they told me that , you will get the payment soon, but till now i didnt got my payment...

Unresolved

Still no payment after 2 months

On April 11 I made a withdrawal of € 450. On May 19 a withdrawal of € 680. So in total now € 1130. Many excuses when I asked about the payment of € 450, they never knew when the payment would take place. The last 2 weeks they don't respond anymore on my emails. Sistercasino Grand Reef (same problems) already got a warning, when will this casino be warned?

Unresolved