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Casino Nile - not releasing the funds

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Nile Review.

Player's Complaint

I created my account on 12th September and deposited 5000.

I did not opt for any bonus and went on to win nearly 41000.

I submitted the appropriate documents on 12th and 13th September and asked for withdrawal.

It's over 10 days now and Casino Nile are more or less ignoring my requests to complete the verification for the funds to be transferred to my account.

I have expressed my dissatisfaction and made a formal complaint but every time I contact them, they say they will complete verification in another 10 working days, which is diabolical and disgusting.

It's been over 10 days and they keep on delaying the process, ignoring my requests.

Read the casino review

8 Responses

User icon
thepogg
September 25, 2021

Hi exclam7 - welcome to ThePOGG.com!

When did you request this withdrawal?

Thanks,

ThePOGG

User icon
exclam7
September 25, 2021

Hi

Many Thanks for helping me.

I initially requested the withdrawal on 13th September but it got cancelled. I have requested the withdrawal on 15th and it is still pending.

Everytime I ask them about the withdrawal and account status they said they are undertaking the review.

They do not adhere to any deadlines. They have all my documents they asked for. I had submitted them on 13th September.

They just keep delaying.. they initially rejected the photo of my driving licence stating there is glare, then said its like a screen shot, then asked for photo containing first 4 digits and last 6 but then changed to asking first 6 and last 4.

It is very frustrating and such practices should not be allowed.

User icon
exclam7
September 25, 2021

I have all the relevant emails to support my complaint. The currency of transactions is GBP.

User icon
thepogg
September 25, 2021

Hi exclam,

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 8th of October let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
exclam7
September 26, 2021

Please if you could justify what is reasonable? It's 2 week already.

User icon
thepogg
October 9, 2021

Hi exclam7,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
thepogg
October 16, 2021

Hi exclam7,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
thepogg
October 23, 2021

Hi exclam7,

If we haven't heard from you by Friday the 5th of November I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

exclam7 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Nile
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • One Click Ltd

September 23, 2021

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