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Maneki - Withdrawal Rejected

Ruling

Resolved - Both the submitting complainant and Maneki Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Maneki Casino Review.

Player's Complaint

Hello,

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

[email protected]

50.00 Interac e-Transfer accepted

[EDIT]

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.

Read the casino review

3 Responses

ThePOGG
February 24, 2020

Hi twister87 - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out.

Thanks,

ThePOGG

twister87
February 24, 2020

A member of Maneki VIP management contacted me and apologized for everything. They have told me my withdrawal will be processed and it has been approved.

ThePOGG
February 25, 2020

Hi twister87,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

twister87 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:

  • Maneki
  • Malta Gaming Authority
  • N1 Interactive Ltd

February 24, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.