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BaoCasino - Withdrawal request made over 5 weeks and not paid out

未解決
苦情情報
係争中のカジノ バオカジノ
理由 支払い遅延
$ 5900
投稿日 2021年1月13日

Well, where do I start with Bao Casino. I made 3 withdrawal requests in early December for the amount of $5900 over 3 separate transactions. The withdrawal transactions were supposedly deposited back to the original debit card which never occurred. I then followed up with Bao casino on numerous occasions as to the whereabouts of the funds as they never landed in my account. I then contacted the bank as Bao casino provided 3 random transactional numbers for which the bank could not locate as I suspect they are random by nature. I subsequently had the bank provide a letter to Bao casino stating this (which they requested and I consider highly unusual) and I have since had no resolution on the matter since providing the letter from the bank. I get the same response from the casino each time you contact them 'Our specialists are working on your case, hope for your understanding'. Well my understanding on the matter has well and truly pasted and it's time to call these guys out. I looked forward to the casino's response. It's now been over 5 weeks and the funds haven't been paid.

投稿日 2021年1月14日

Dear TREX77 and AskGamblers Team,


Our team is always happy to help with any issue so that all the customers are satisfied with the casino's service thus it is worth clarifying this situation so that you do not have a false opinion about our inactivity in resolving it.

We understand your dissatisfaction with this situation, but we still want to explain what happened.

From our side, the withdrawal was successfully processed on time, and then it was expected to be credited to the card. Unfortunately, over time, it turned out that the funds never came to you.

Indeed, this problem took more time to sort out. This is due to the involvement of a third party, namely the payment provider. Unfortunately, due to the communication between departments and parties, as well as the complexity of this task, the solving sometimes takes more time than initially expected.

As far as the ARN numbers provided, you can actually track transactions. These are not random numbers. An Acquirer Reference Number (ARN) is a unique number assigned to a credit card transaction as it moves through the payment flow. Since the bank was unable to do this, we contacted the payment provider. We are waiting for clarification from the provider where the funds are at the moment and what can be done so that you receive the winnings in the shortest possible time.

We want to assure you that this problem is known, and we are constantly working on it, trying in every possible way to speed up the solution.

投稿日 2021年1月15日

Thanks for the reply however it shouldn’t take 3 weeks to the locate funds if you were competent. The fact that this casino uses a 3rd party company to make payment shouldn’t make any difference.

投稿日 2021年1月17日

Dear TREX77,


It is of utmost importance to us that the experience for our players is pleasant. Be sure that every effort is made to solve the issues, and we are constantly working on it by sending requests for updates. But, yet there is no a solid response which can satisfy both of us.

In reality, such situations are rare, and, usually, there are no problems with timely crediting of payments. 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. Due to involvement of third party namely payment to provider which process the transaction, we cannot directly influence the rapidness of the resolving of the issue.

We hope for your understanding, and ask you to give us more time to provide clarification about the location of the transactions and further instruction.

Your patience and cooperation would be much appreciated.

投稿日 2021年1月18日

This issue has not been resolved so please keep the complaint open until payment is made. In the meantime I hope other players read this message and stay clear of this casino.

投稿日 2021年1月20日

As previously reported, we are working on this issue. Unfortunately for all of us, getting a response is not as prompt as expected. At the moment we can only wait and hope that the answer will come shortly. In case of any update we will immediately inform everyone involved.

投稿日 2021年1月23日

This still hasn’t been resolved.

投稿日 2021年1月26日

Since we are working on this problem right now, there is nothing to worry about. But, your cooperation will be much appreciated.

According to the latest news the payment provider insists that all withdrawals have been successfully sent and are in your bank account. Unfortunately, we are unable to process further without a complete package of the necessary documents, so additional extract (bank statement) is important for solving the problem.

In order to locate where the funds are, we kindly ask you to provide us with the additional document. Please, send us the bank statement for the period starting with the first day of the month when you carried out the withdrawal of funds till the date of the statement (all the transactions must be visible). Be so kind to provide it in the PDF format. We also emailed you, so you can just reply to the letter.

We do our best to help resolve this situation, and achieve a positive result, so that you are satisfied.

Hope for your understanding in this matter!

投稿日 2021年1月28日

Just to be clear, I have now provided bank statements to BAO casino on 2 seperate occasions. I have provided a letter from the bank that stated at no point has the bank received payment from BAO casino. This letter was provided on the 28th December 2020. We are still at the same point 1 month on. Please don’t make false accusations that payment has been made as this is blatant lie.

投稿日 2021年1月28日

Dear TREX77,

Our team is grateful to you for sending us this extremely useful and well-documented information on this case.
Unfortunately, it takes more time than everyone expected. The payment system was also involved, which is considered to be a third party. For this reason, waiting for a response took a bit more time.

We kindly ask you for extra time, so we are able to collect more information on this matter.

Please accept our apologies for keeping you waiting. Our team wholeheartedly thanks to you for understanding on this matter.

AskGamblers
投稿日 2021年1月30日

Dear BaoCasino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

投稿日 2021年1月30日

Dear AskGamblers Team,


Due to the player's timely response to our request, we have already transferred the needed information from him to the payment provider. Now it's up to the provider to investigate further. Since this does not depend solely on us, unfortunately, we cannot tell how long it will take to process information.

As soon as we receive any information, we will immediately inform you and the player. Hopefully, it will be soon.

投稿日 2021年2月1日

Nothing has been resolved with this issue. It’s nearly 2 months since I first tried to withdraw funds. Such an unpleasant experience dealing with this casino.

投稿日 2021年2月1日

Dear TREX77,

We kindly ask you to accept our sincerest apologize. We are very sorry to have faced with you so much trouble.

However, we had immediately contacted with the payment provider after you informed us about the issue. As soon as we receive the reply from the payment provider we will inform you.

We totally understand, that you have been waiting for a long and do our best to resolve the issue in the shortest possible time.

Hope for your understanding on this matter!

投稿日 2021年2月2日

This matter has not been resolved. $5900 is still owed.

投稿日 2021年2月3日

Dear TREX77,


We are very sorry to inform you that there is no any update yet, since a response from the payment provider is still pending.

On behalf of all our team, we want to extend the sincerest apologies for the negative experience that you had with the delay. We know that you expected to receive your payments on time, but due to the involvement of a third party the time which is needed to resolve the issue may be extended.

Please let me know if you have any other concerns or questions.

投稿日 2021年2月5日

Still no resolution on this matter.

投稿日 2021年2月6日

Dear TREX77,


We are deeply saddened by the fact you need to wait for so long. Be sure we are working on the issue. Unfortunately, there is no reply from the payment provider yet.

In case of any update on this matter, we will contact you right away to inform the news.

投稿日 2021年2月8日

Still no resolution on this matter.

投稿日 2021年2月8日

Dear TREX77,

We are deeply sorry for keeping you waiting for so long. A response from the provider is still pending. Although we are doing our best, we still cannot speed up this process.

投稿日 2021年2月10日

Still no resolution on this matter

投稿日 2021年2月11日

Dear TREX77,

Please accept our apologies for keeping you waiting.
Unfortunately, we have not received a response from the provider yet. As soon as we receive any information, we will immediately inform you

投稿日 2021年2月13日

This still hasn’t been resolved. It’s been 2 months since I made the withdrawal requests now.

投稿日 2021年2月13日

Dear TREX77,

Unfortunately, it takes more time than everyone expected. To our regret, there is no reply from the payment provider yet.
We are sorry, that you have been waiting for a long.

投稿日 2021年2月13日

This is the same excuse every time. Is this going drag on for another few months? This is a joke.

投稿日 2021年2月13日

We are really sorry that you have been expecting withdrawal for a long.

Unfortunately, we cannot influence the speed of the response from the payment provider, but we are constantly checking if there is an update.

Such a problem is a rarity in our casino, and we are sorry that you have faced with it. We sincerely want to resolve it now, but, a third party is involved.

Please accept our apologies for keeping you waiting.

投稿日 2021年2月14日

Here’s an obvious thought for you. The casino pays me, and then the casino follows up with the payment provider where the funds are. That would be the normal way a business would operate. The customer should not have to wait over 2 months, because the casino uses a 3rd party payment company. You guys need a reality check.

投稿日 2021年2月14日

It should be understood that payments are made according to a certain procedure. We are sticking to it and the payment should have come on time. The funds were actually sent and are not in the balance of the casino. What comes next, we no longer have such control.
From our side, we are doing our best, and just like you, we hope for the fastest possible solution to this problem. Sadly, we cannot foresee those isolated cases when something does not go according to the plan.

Such a long wait for the payment to and waiting for clarification from the payment provider is not a standard situation. Unfortunately, we should all wait for an answer to fully understand the reasons behind such delay.

We will be very grateful for your understanding on this matter.

投稿日 2021年2月14日

I’ve been waiting over 2 months which is totally unacceptable.

投稿日 2021年2月15日

Dear TREX77,


The provider continues to investigate. Unfortunately, there is still no news. Since enough time has passed, let's hope that the answer will come soon.

We also want to remind you about cashback that has already been added on your account. While waiting for a reply you can play and have fun. Good luck!

投稿日 2021年2月17日

Still no resolution on this matter.

投稿日 2021年2月18日

Dear TREX77,

We regularly request updates on this issue. Now, unfortunately, there was no satisfactory response from the provider.

投稿日 2021年2月19日

Still no resolution on this matter.

投稿日 2021年2月20日

Unfortunately, there is no reply from the payment provider yet.
Sorry for keeping you waiting, and thank you for understanding!

投稿日 2021年2月23日

Still no resolution on this matter.

投稿日 2021年2月23日

Thank you for the message, however, as we informed you earlier, we have requested the additional investigation from the operator, but this need to take time.

Sadly, we cannot tell you the estimated time of the solving the presented situation.

投稿日 2021年2月23日

Sorry you didn’t inform me earlier that another Investigation was required. This is somewhat laughable now.

投稿日 2021年2月24日

Dear TREX77,


We apologize for a possible misunderstanding. By the operator it was meant the payment system. Therefore, we are still waiting for a response and regularly request updated information about the problem.

In case of any advancement on this matter we will contact you immediately.

投稿日 2021年2月26日

This hasn’t been resolved. I’d say after waiting 2.5 months, it’s probably unlikely it will be.

投稿日 2021年2月27日

Dear TREX77,


It is completely understandable that you have doubts about whether this problem is being solved or not, but we want to convince you that there is no cause for concern.

As soon as it is resolved we will be happy to inform you about that.

投稿日 2021年3月1日

Still not resolved

投稿日 2021年3月1日

Dear TREX77,

Be sure we are working on the issue. Unfortunately, we have not received a response from a payment provider yet.

Thank you for understanding!

投稿日 2021年3月4日

Nothing has been resolved with this matter.

It can’t take 3 months for the payment provider to respond, a complete joke.

投稿日 2021年3月4日

Dear TREX77,

Unfortunately, the process takes longer than usual as the provider investigates the location of your funds. This procedure cannot be accelerated.

We sincerely want to help you solve the problem now, but there are no news yet. As soon as it is resolved we will be happy to inform you about that.
Your patience and cooperation would be much appreciated.

投稿日 2021年3月7日

Still not resolved.

投稿日 2021年3月7日

Dear TREX77,

Yet again we apologize for keeping you waiting. Sadly, we have not received a response from the provider.

投稿日 2021年3月10日

Well this is getting beyond ridiculous. Still not sorted.

投稿日 2021年3月10日

Dear TREX77,


There was no response from the provider. We are doing our best to speed up the process. Be sure that all the actions are taken to solve a problem.

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

投稿日 2021年3月12日

Not resolved

投稿日 2021年3月13日

Sorry for keeping you waiting. We are still waiting for a response from the payment provider.

投稿日 2021年3月16日

Not resolved.

投稿日 2021年3月16日

Dear TREX77

We have received an information, that the provider still has an investigation.
We will let you know when we get any additional information.

Thank you for being patient!

投稿日 2021年3月18日

Not resolved, I suspect It won’t be given it’s more than 3 months.

Ask Gamblers, perhaps close this and leave as unresolved.

投稿日 2021年3月19日

Dear TREX77,


Our team sincerely shares your feelings and understands all the reasons for that. To our regret, the provider has not yet completed the investigation on its side. It is the only reason for keeping you waiting for so long.

We truly apologize for all the inconveniences caused and kindly ask for your patience.

Thanks for your understanding in advance.

投稿日 2021年3月22日

I still haven’t received payment from Bao casino.

投稿日 2021年3月23日

We're really trying to help and asking for updates on a regular basis.
Unfortunately, the provider has not yet completed the investigation on its side.

投稿日 2021年3月25日

Not resolved

投稿日 2021年3月26日

Dear TREX77,


To our regret, there is still no response from the payment provider.
We will be eager to inform you via email in case of any updates.

Once again we would like to apologize any inconveniences caused.

投稿日 2021年3月26日

I’m not eager to close this complaint as it hasn’t been resolved. This is a joke.

投稿日 2021年3月27日

Dear TREX77,

Rest assured that the complaint will be opened until we resolve the issue.
We are sorry that we cannot influence the provider to investigate faster.

Unfortunately, we have not received a response from a payment provider yet.

投稿日 2021年3月30日

Unresolved.

投稿日 2021年3月30日

The provider is still processing the investigation upon the problem you have faced to. As soon as there are any updates, you will be contacted via email immediately.

投稿日 2021年4月3日

Unresolved

投稿日 2021年4月3日

Our team is still waiting for an update from the provider. We will notify you in case of any advancement on this matter.

投稿日 2021年4月5日

Unresolved

投稿日 2021年4月6日

Unfortunately, we have not received a response from a payment provider yet.
As soon as we receive the reply from the payment provider we will inform you.

Have a wonderful one!

投稿日 2021年4月8日

Unresolved, I'm sure I'll get the same response 'Unfortunately, we have not received a response from a payment provider yet.
As soon as we receive the reply from the payment provider we will inform you.'

投稿日 2021年4月8日

We would be happy to inform you of other information, but unfortunately we did not receive an answer. Since we cannot seriously influence this situation, now we can only expect and hope that the answer will come soon.

Once again, we apologize and hope for your understanding.

AskGamblers
投稿日 2021年4月12日

Dear BaoCasino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

投稿日 2021年4月12日

Dear TREX77 and AskGamblers Team,


Let us assure you that this issue is still being addressed. From our side, the withdrawal was successfully processed on time, and then it was expected to be credited to the customer's card. Unfortunately, over time, it turned out that the funds never came to the customer, thus we asked the payment provider to investigate this issue.

It is not easy to wait for so long, but its worth noting that we as a casino cannot greatly influence this situation, since the investigation is being carried out on the side of the payment provider. But, that does not mean that we are not actively working on it.

Therefore, we would like to ask you not to close this complaint with the status of "unresolved", as it would be unfair in relation to the fact that we do regularly request updates and try to get a response in order to resolve the issue.

All parties involved in solving the problem want this case to be resolved as quickly as possible, and we truly understand that. Sadly, that this takes longer than originally expected, but in the end, when the investigation is done, we will be happy to please you with an answer.

Hope for your understanding on this matter.

投稿日 2021年4月15日

Unresolved

投稿日 2021年4月15日

We are sorry to say, but at the moment there is still no update. We are awaiting the results of the investigation from the provider.

As soon as any information appears, we will notify you immediately.

投稿日 2021年4月18日

Unresolved. This casinos credibility is shot.

投稿日 2021年4月18日

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.

In case of any update we will immediately inform everyone involved.

投稿日 2021年4月20日

Unresolved. Starting to waste my time now.

投稿日 2021年4月20日

Dear TREX77,


We are terribly sorry that in connection with what happened, you have to wait such a long time. Unfortunately, there is no news yet, but we are actively pushing the provider from our side. in the end we are interested in your satisfaction. Be sure, we will inform you in case of any updates.

Your understanding would be much appreciated.

投稿日 2021年4月22日

Unresolved. Don’t believe a single word coming from this casino.

投稿日 2021年4月22日

Dear TREX77,

We would like to draw your attention to the fact, that we confirmed the withdrawal request. We are sorry, that you have not received the funds.
Due to involvement of third party namely payment provider which process the transaction, we cannot directly influence the rapidness of the resolving of the issue.

Hope for your understanding on this matter!

投稿日 2021年4月22日

I would like to draw your attention to the fact I haven’t been paid. Over 4 months and waiting. The fact you use a 3rd party to process your payments is not my problem. Take accountability for the problem and don’t shift the blame which you are continually doing.

投稿日 2021年4月23日

Dear TREX77,


Since the Casino is not a financial institution, we cannot make payments directly. There are payment systems, and payment providers for this purpose. Transactions are processed with their help. Thanks to their presence, you have a huge selection of methods through which you can make deposits and withdrawals.

As previously reported, the transaction was successfully processed from our side, and the funds were sent to you. Unfortunately, for unknown reasons, the money did not arrive on time. We are always ready to help our players, so we initiated an investigation on the side of the provider via which it was processed. Be sure that we are actively pushing this case and requesting updates regularly.

We would very much like you to understand that we are both in the same position with you. Together we await the provider's response. It's all depends on their answer, and only the provider can locate the transactions, thus clarify the situation.

Sadly, but it is not within our capabilities to influence the speed of solving the situation. We should all be patient and wait for it to be resolved, as this is the only option at the moment.

Please accept our apologies for having to wait for so long. We understand that a lot of time has passed, but such are the realities of this situation.

AskGamblers
投稿日 2021年4月23日

Dear BaoCasino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your claim that payment has been made and that you have been working with the payment provider directly in order to solve this particular issue. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

投稿日 2021年4月24日

Dear AskGamblers Team,


We, just like you, are interested in resolving this situation, therefore, we are ready to do everything necessary to ensure that all parties understand that the problem is in the process of solving. Once everything is ready, we will send it to you at the email address you provided.

Thank you for your involvement in resolving this issue.

投稿日 2021年4月26日

Unresolved

投稿日 2021年4月30日

To begin with, we would like to apologize for the fact that the player is waiting for so long. From our side, the withdrawal was successfully processed. To our big regret, the player has not received the funds.

Due to involvement of third party namely payment to provider which process the transaction, we are not able to influence the rapidness of the resolving of the issue.

Unfortunately, it takes more time than everyone expected, so we kindly ask you for extra time.

Sincerely hope for your understanding!

AskGamblers
投稿日 2021年5月4日

Dear BaoCasino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

投稿日 2021年5月6日

Unresolved

投稿日 2021年5月9日

Hello everyone involved,

The reason for such a long response from us was the search for a solution and what information we can provide as evidence.
We have emailed AskGamblers Complaints team with some explanations.

Please apologize for inconvenience and time taking. We shall keep you posted.

投稿日 2021年5月12日

4 months and waiting. This casino is a joke.

AskGamblers
投稿日 2021年5月16日

Dear BaoCasino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

投稿日 2021年5月18日

Dear AskGamblers Team,


Per your request we have provided an explanation of the issue along with all the relevant facts and evidence that the payment has been made. Required information was sent via email directly.

We will look forward to hearing from you.

投稿日 2021年5月20日

Unresolved. Ask Gamblers, surely it’s time to close this case. This casino has no intention of resolving this.

投稿日 2021年5月23日

Dear TREX77,

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. Be sure, that we do really want you to receive the winnings.

Thanks for your understanding in advance.

投稿日 2021年5月30日

Unresolved

投稿日 2021年6月3日

Dear TREX77,


Unfortunately, there is still no any new information yet. We will keep you updated.

投稿日 2021年6月7日

Hello everyone involved,

There is still no information from the provider. We will notify you as soon as it appears.

投稿日 2021年6月11日

Dear TREX77,


We are sorry that you have been waiting for a long time.

A response from the payment provider is still expected. Unfortunately, there is no new information yet, but we will notify you in case of any update.

投稿日 2021年6月15日

Dear TREX77,


There was no response from the provider. We are still waiting for an update, and in case of advancement on this matter we will notify everyone involved.

投稿日 2021年6月19日

Hello everyone,


As previously reported, we are still waiting for a response on this issue. Unfortunately for all of us, getting a response is not as prompt as expected.

In case of any update, we will immediately inform everyone.

投稿日 2021年6月22日

Dear TREX77,

We are sorry to say, but at the moment there is still no update. As soon as any information appears, we will notify you immediately.

投稿日 2021年6月26日

Dear TREX77,

Unfortunately, a response regarding the issue is still expected.
We will keep you updated.

投稿日 2021年6月28日

Bao casino is an embarrassment to itself. Payment has not been made after 6 months still. This platform isn't much better.

投稿日 2021年7月2日

Dera TREX77,

Yet again we apologize for keeping you waiting. Please note that the casino confirmed the withdrawal request and sent the funds.

Unfortunately, a response regarding the issue is still expected.

As soon as there is news, we will notify you immediately.

投稿日 2021年7月6日

Dera TREX77,

Unfortunately, there was no response from the provider.

We will keep you updated.

投稿日 2021年7月10日

Dear TREX77,

Our team is really sorry for keeping you waiting.

We regularly contact the payment provider and asks for any new information.

Unfortunately, there is still no update on this case.

投稿日 2021年7月12日

Unresolved.

AskGamblers
投稿日 2021年7月14日

AskGamblers Complaint Team has been in direct communication with the Bao Casino management over the past couple of months in an attempt to reach a fair and justified decision, based on rock solid and unambiguous proofs.

Unfortunately, AskGamblers Complaint Team has not been provided with enough valid evidence on behalf management of Bao Casino which could prove their statements regarding the issue. Therefore we have no other option but to close this complaint as Unresolved, and recommend to the player to forward their issue directly in front of the relevant regulatory body responsible for Bao Casino. As soon as AskGamblers Complaint Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

バオカジノ 苦情

  • 5 / 7 解決済み
  • 1日 平均レスポンス
  • 1ヶ月 平均苦情ライフ
  • 2,150 USD 平均額

トラブルがある バオカジノ?