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BaoCasino - Waiting for over 3 months for withdraw

RESUELTA

Información sobre las quejas

Casino en conflicto

BaoCasino

Cantidad

$ 1660

Publicado el 19 de marzo de 2021

On 5.12.2020 I withdrew 1.660 $. The withdraw was going to be deposited to my debit card I used at the casino. It is over 3 months now and money are still not deposited into my account. I contacted my bank with the transaction number casino send to me and the bank reply with email saying it is impossible to find money only with this number.

I send this email to Bao Casino. I contacted casino on several occasions and got the same answer...”We are working on this...”

I’m sending copies of a few emails.

Can you please help me with this problem?

Kind Regards < full name removed >


I send documents to support.

Publicado el 20 de marzo de 2021

Dear ANULA999,

We are very sorry that you have faced with the obstacle while withdrawing the winnings. We understand that each player expects to receive the funds as quickly as possible, which we, for our part, always try to do.

We would like to clarify the current situation.

As it was mentioned, the withdrawal request was confirmed on 05.12.2020. The player informed us that he had not received the funds, so we provided him with the ARN of transaction and requested for a bank statement to make sure that he did not receive the funds.

Unfortunately, as it turned out, attempts to find a transaction in the player's bank are paid and do not guarantee that the transaction will be found.

We do our very best to process withdrawals as fast as we possibly, but sometimes there could be a situation that does not only depend on us. However, we had immediately contacted with the payment provider after you informed us about the issue.

Due to involvement of third parties namely payment to provider which process the transaction, we cannot directly influence the rapidness of the resolving of the issue.

We totally understand the player’s worries and are deeply sorry that he has not received the funds. Unfortunately, we cannot guarantee a quick solution of the situation, but we promise to do our best to help.

Our team is very grateful for your patience and sincerely believe that you accept our apologies.

As soon as we receive the reply from the payment provider we will inform you.

Publicado el 21 de marzo de 2021

I’ve been waiting over 3.5 months which is unacceptable. Casino should pay the
winnings.

Publicado el 21 de marzo de 2021

Please note that the casino confirmed the withdrawal request and sent the funds.
We are sorry that you have been waiting for a long time.
Rest assured that we do try to help you.

AskGamblers
Publicado el 22 de marzo de 2021

Dear @anula999,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Publicado el 23 de marzo de 2021

I did not received email about payment
and money are not in my bank account.

Publicado el 23 de marzo de 2021

Dear ANULA999,


We apologize for a possible misunderstanding. It was meant that the withdrawal has been successfully processed on our side. Then everything depends on the payment provider, on which we have no influence. As a result, it became clear that there was a problem with crediting funds.

All we can do on our part is to actively correspond with the provider and request an update, which is what we do. Unfortunately, the provider cannot provide an ETA to resolve the issue. The investigation is still ongoing.

Unfortunately, there is no way we can actually speed up the process, but we will notify you as soon as any news appears.

Publicado el 24 de marzo de 2021

Nothing has been resolved....it is 3 months and 3 weeks.

Publicado el 24 de marzo de 2021

Sorry for keeping you waiting.
Our team is still waiting for an update, and we will notify you in case of any advancement on this matter.

Thanks for your understanding in advance.

Publicado el 26 de marzo de 2021

Nothing has been resolved....

Publicado el 26 de marzo de 2021

As previously reported, the issue is being investigated by the provider. Unfortunately for all of us, getting a response is not as prompt as it was originally expected.

BaoCasino Quejas

  • 6 de 7 Resuelta
  • 1 día Promedio de respuestas
  • 1 mes Duración media de la queja
  • 1,994 USD Importe medio

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