Maneki - Withdrawal Rejected
Resolved - Both the submitting complainant and Maneki Casino have informed us that this issue has been resolved and the player has received their funds.
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I am writing this email to you after being given your contact email by Live Agent [EDIT] who has been attempting to assist me for the past week. I will do my best to summarize the issue in full and I hope that you can help resolve the issue on your end.
On Sunday, February 16th, 2020 I placed a deposit at your casino "Maneki Casino" using the Interac E-Transfer method. I have attached to this email both the email confirmation from Maneki and Interac showing the completed deposit.
I played at your casino and completed the deposit requirements for the Deposit Bonus which was reflected in my account history. Upon completion of the bonus, I was able to obtain a balance of $300.23 CAD in my account balance.
At this time I uploaded all my documents all of which were rejected as invalid. I contacted the support team and they told me the name was incorrect on my documents and it did not match the name on the account. I told the support team that these are the documents I use on several websites and have never had any issues. My full legal name is "CENSORED" but the name I use is always "CENSORED". After going back and forth with the live chat department they were able to verify both my ID and Proof of Address.
- The original E-Transfer and Maneki Email confirmations
- A screenshot of the Interac Transaction within Scotiabank showing details
- A screenshot of online banking in Scotiabank showing the E-Transfer withdrawal
At one point I had close to 12 documents uploaded on your website showing all my personal information, ID and deposit information. I play at a variety of online casinos and I have never had to upload as many documents as I have had to do on Maneki. On top of that, I have never had any issues getting my documents reviewed and verified.
I have requested to speak with a member of the management team and be provided with a contact phone number but your casino does not offer this. I have also included a screenshot of my Scotiabank Account showing the withdrawal and there is a pending document on your website showing the specific e-transfer details.
February 16, 2020 Gigadat
50.00 Interac e-Transfer accepted
I was told that I need to complete another deposit by your live chat agent to process my withdrawal. This is not a fair business practice nor something I am going to do until the issue gets resolved. I am more than happy to continue playing at your casino in the future but I need to know that I can trust Maneki Casino.
After writing this email I have a pending document from Interac on the account which would complete all the required documents for withdrawal. I have also submitted a withdrawal request on the account for $300.23 which is listed now as PENDING. My last 5 withdrawal requests have been rejected without an explanation via email or any attempts to contact me as a customer.
I have provided everything possible on my end to your team and despite multiple attempts to resolve the issue via Live Chat, I have made no progress. I am hopeful that a member of your team will review this issue promptly so I can continue to be a valued member at Maneki Casino.
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