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Live.Casino - Delaying a 20k euro withdraw

Ruling

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

Read our Live.Casino Review.

Player's Complaint

Hello , so on the 24th of February I made a deposit of 2k euros to my Love.Casino account without using any bonuses what so ever and I was able to win 9k euros , so had a total of 11k euros . I was done and requested a withdraw but then got asked to verify , so I verified all the documents that Live.Casino asked me for . I sent in my driving license , proof of address , bank account statement , and source of wealth. I then contacted the support and was informed that my account is verified and I can request the withdraws , so I made a withdraw of 10k and 1k , but then I was informed that for some reason my case was sent to their financial department which I was ok with at first , so they asked me to wait patiently , so I waited for a full week and I still didn't hear anything and when I went to contact the support I used to get the same answer always , please wait patiently , so after a week of waiting I cancelled my withdraws , gambled a bit more and was able to win 9650 euros on top of the 11k euros I already had for a total of 20650 euros , and then I requested 3 withdraws (10k,10k,650) .

Until now I still didn't receive any euro of the money that I won fair and square my account was already verified as soon as I won the first time .

As I am writing this it's the 6th of April , I made the first withdraw request on the 24th of February which means that my case has been in their financial department for over 42 days , that is one full month and 13 days on top of it .

I have been emailing them and I still didn't get any answer in about 3 weeks now , no one is replying back to my emails and when I go to their live chat I get the same answer , we don't know but just please wait

I would like to ask you if it makes sense to ask me to wait for over 6 weeks to get my 20k euros , it's not a lot of money I understand but also it is not little , and I have been waiting patiently for a very long time

Please help me

Read the casino review

15 Responses

User icon
ThePOGG
April 6, 2020

Hi drswift - 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 for you.

Thanks,

ThePOGG

User icon
DRSWIFT
April 6, 2020

Dear sir / ma'am

I agree to all of the above

I really want to thank you for trying to help me out here and looking forward to hearing back from you

Thank you very much

User icon
DRSWIFT
April 9, 2020

Hello ThePogg

Is there any new news or updates ?

User icon
DRSWIFT
April 18, 2020

Hello "ThePogg"

It has been over 2 weeks since I opened the case and until now I didn't hear back anything from you.

I have been waiting for my funds over 2 months now , Live.Casino support don't want to help and keep closing my case , and you are not giving me any new information

Can you update me at least of what is happening ?

User icon
DRSWIFT
April 27, 2020

Hello ThePogg ,

It has been over 2 months and I am still waiting to receive my funds , and I have opened this complaint about 3 weeks ago , and I completely stopped hearing from you.

I came and posted on your website since you are the ADR for Live.Casino , and they have been delaying me for over 2 months and I am really done with the whole situation .

If you are not going to make this complaint be solved any faster please tell me so and don't keep me waiting here for nothing .

I have already contacted a couple of law firms and lawyers in Malta and I am seriously considering opening a legal court case against Live.Casino , but I am still waiting for your answer . So if you still don't have any answers from them please inform me and don't leave me here hanging for 3 weeks because I have already been waiting for 2 months , and now with the corona virus I would like to receive my money as soon as possible , and if you can't help / still didn't get any answer please inform me so I can go ahead with the legal case because this is really insane what live.casino has been doing and the MGA allows it to happen .

Thank you

User icon
DRSWIFT
May 4, 2020

ThePogg , I would like an update about this complaint.

It has been over a month now

User icon
DRSWIFT
May 8, 2020

Thepogg , please stop ignoring my emails and comments here.

I came to get help from you, not to get ignored like what Live.Casino is doing

User icon
ThePOGG
May 8, 2020

Hi Drswift,

Our understanding is that the withdrawal process has been initiated and that you will receive your funds as per the operators withdrawal limits.

We would appreciated it if you could update us you receive your payments.

Thanks,

ThePOGG

User icon
DRSWIFT
May 8, 2020

Dear ThePogg

First of all thank you for responding back .

I didn't receive any emails from them that state that the withdrawals have been processed , did they tell you that ?

They told me as soon as they process them , they will email me about it.

Can you please elaborate more about the operator's withdrawal limits ?

User icon
DRSWIFT
May 8, 2020

Also , the withdraws are still showing as processing (exactly like they have been for 9 weeks )

User icon
DRSWIFT
May 12, 2020

Hello the pogg , I am glad to inform you that after 10 full weeks I have received 20k euros from the 20650, I am still waiting for the 650 euros , which I withdrew with the original 20k .

I will update again when I get the last 650 euros

User icon
ThePOGG
May 15, 2020

Hi drswift,

Thanks! We'll hold the complaint open until the full balance is received.

Thanks,

ThePOGG

User icon
ThePOGG
May 27, 2020

Hi drswift,

Has the final payment been received?

Thanks,

ThePOGG

User icon
ThePOGG
June 2, 2020

Hi drswift,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
June 9, 2020

Hi drswift,

If we haven't heard from you by Friday the 19th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

DRSWIFT 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:

  • Live.Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

April 6, 2020

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