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Casino plex - not paying me in full

Ruling

Casino Plex quickly responded to this issue and despite a small delay in payment, ensured that the player was paid in full, and in substantially less time than agreed with us. Big thumbs up!

Read our Casino Plex Review.

Player's Complaint

Hey Hey.

I got playing with Casino Plex a year ago, played there sometimes not very often. On 12/4 I won a big amount of €7076. I made a withdraw, I got an email congratulations on your winnings we you are getting payed asap.

On 3/6 I got an email that they needed notarized ID to send over to the Philippines. I thought it was kind of strange, ok it is no problem for me. On 12/6 they received it and approved all my documents. I withdrew all my money.

Got a message on 2/7/13 that my pending withdraw was processed it was only 1000 euro instead of the 7000 that was owed me. I asked the chat what was going on, they had to ask the finance department. Then i got this email

"New players will be allowed to withdraw not more than €5,000 per month. "New players" are defined as players whose first deposit was made in the past 6 months."

I am player since 2/8/12 last year that is also fine. If they would pay me 5000 and not 1000 to start with.

1 week later I got another 2 deposit 1000 euro and 76 euro with an email from the finance department

"Payments team would like to inform you that your withdrawal was partially declined to the amount of EUR4,923.60 because otherwise you will exceed the withdrawal limits of EUR 7,000.00 per 30 days period."

I don't understand why declined almost the whole amount, Now I am still in the chat and don't getting a respond anymore The only email I got is;

"We have escalated your question to finance team. You will get notified as soon as there will be any updates available."

Hope you can help me out and what is going out they are not telling me when I am going to get paid. They still owe me €4923.60.

Thank you

Regards

Slot12

Casino Plex account: [EDIT]

Email : [EDIT]

Read the casino review

10 Responses

User icon
ThePOGG
August 9, 2013

Hi Slot12 - thanks for getting in contact.

I'll get in contact with Casino Plex and see what I can find out for you. As it's late on Friday, I'm not likely to get a response until early next week so please bare with me.

Have a great weekend!

ThePOGG

User icon
ThePOGG
August 13, 2013

Hi Slot12,

Just to keep you informed, I have made contact with someone at Casino Plex and they are investigating this issue for me now. Bare with me while this happens.

Thanks.

ThePOGG

User icon
Yvonne Kusters
August 21, 2013

Hey hey,

Did the casino responds to you or do they give you the runaround like they are doing to me?

Regards

Slot12

User icon
ThePOGG
August 21, 2013

Hey Slot12,

There have been a few delays with this issue, specifically related to my contact at Casino Plex requiring a trip to the hospital that left them incapacitated for a few days. They are chasing this up for me just now.

The current state of affairs is that I've been informed that Casino Plex DO currently intend to pay the full balance and my contact is just looking into the reasons for the payments that have occurred so far.

Bare with me :)

ThePOGG

User icon
ThePOGG
August 22, 2013

Hey Slot12,

I've had some further feedback from Casino Plex who have agreed that they will ensure that the full balance is paid on or before the 18th of September (four weeks from yesterday).

I realise this is a little slower than may be optimally preferred, but my primary concern is ensuring you receive the full balance you are due. Following the same chain of thought I intend to hold this complaint open until you confirm that you've received the full balance.

Thanks for baring with me during this conversation.

ThePOGG

User icon
Yvonne Kusters
August 31, 2013

Hey sorry was out of town, not have an internet connection, I see they deposited 1000 euro yesterday. I hope they will keep it going.

Slot12

User icon
ThePOGG
September 1, 2013

Hey Slot12,

That's great news - I'm confident you'll have the full balance before the 18th.

Keep me informed!

ThePOGG

User icon
Yvonne Kusters
September 10, 2013

They just deposited another 1000 euro. Going the good way. I hope they will the payments before 18 Sept.

I will keep you updated.

Slot12

User icon
ThePOGG
September 10, 2013

Hi Slot12,

I've just had an email from Casino Plex stating that they've completed the full payment - can you confirm this?

Thanks

ThePOGG

User icon
Yvonne Kusters
September 10, 2013

Yes 3 hours ago I received the rest of my last funds I still have 77 euro in my casino plex account now I am now that they can be trusted and I am starting to play there again. So i have been paid in full! 7000 euro.

Thanks allot with your help I couldn't done it with out you :)

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Yvonne Kusters 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:

August 9, 2013

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