My withdrawal at this first time casino for me has been cancelled multiple times and with no reason. First few times I contacted chat to find out and was told by ‘Daniel’ there was a ‘technical error’ and to just re-do. I did and it got rejected again. And again and again and again. Every time just an email saying it was cancelled with no reason. Finally one said ‘KYC’ required. I uploaded a selfie with ID. Tried again to withdraw but cancelled again. Contacted chat and he said wrong bank account details. It’s weird because he said it immediately, like without even a minute or so to look at my account. I said it was impossible as the details are correct (I’m very careful and triple check) and it’s the same details used with all other casinos that process immediately and without issue. Nevertheless, I entered them all in again and it was rejected within minutes. The same chat guy every time ‘Daniel’ said he can’t tell me anything? Mentioned a 5 day wait or something. It’s been going on for days as it is and I got fed up and started playing and lost some (as you do). Please help me.
AskGamblers
Dear @kyky73,
The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed payment/s.
Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.
Thanks for cooperating with the AskGamblers Complaint Team.
Hello!
We are very sorry about the situation with the withdrawal request. We are currently working on that issue and waiting for a respond from payment provider - we will be back with information as soon as possible!
With kind regards,
Loft.Casino
Dear @kyky73, dear AskGamblers Complaint Team,
We would like to thank you for the patience and kindly inform you that last withdrawal request on 1400 AUD was successfully proceeded and should arrive on the bank account within few working days maximum. Please confirm if you already received the funds and let us know if any further assistance required.
With kind regards,
Loft.Casino
As soon as I notified Loft Casino that I made a complaint (and sent screen shot as proof) they then straight away processed the refund. And I mean, straight away. It’s terrible to do to people. Anyway, I finally have my money but only because of this. Thanks for your help AskGamblers!
AskGamblers
Dear all,
As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.
We thank both parties for their assistance during the complaint process.
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