Maneki - False advertising-stalling withdrawals

Ruling

Found for the Casino - Under the MGA license a self-exclusion would only carry over to other properties on the license if the player specifically requests this happen.

Read our Maneki Casino Review.

Player's Complaint

Hi, I join Maneki casino the 20th of February this year. They are advertising that they have instant withdrawals, that’s one of the reasons I joined. In total I have deposited around 700 EUR to the casino. With My first cash out request of 35 EUR (to test the casino) there was some kind of a technical issue (I believed them). After contacting the support and having to redo the process I got the money after an hour. Next cash out request of 110 EUR came at 9:30 pm and after contacting the very unpleasant support for 3 times the NEXT day they told me to be “patient”. Since I have problem with my gambling I wanted them cashed out not to risk gambling them away. In The late afternoon that day ( the money still haven’t arrived) I of course discarded the cash out and gambled away everything.

During this Friday the 28 th I won 330 EUR and wanted them cash out as soon as possible so that I could self exclude myself from the casino afterwards. The sum of 330 EUR was divided in 5-6 smaller cash out request. I stopped playing at noon and waited for the money. That evening I checked my gambling account and noticed that Maneki had discarded all of my cash out requests without even informing me. When I contacted the support they once again informed me that there was a technical issue with ALL of my requests. I don’t know how that’s even possible!!? Technical issues with all 5-6 of them! !?When I asked when I would receive my money they informed me Monday morning since the finance department only works during the business hours on working days. I really feel like they knowingly stalled the withdrawal process just so that I would gamble the money away during the weekend. And of course I did.

Maneki Casino is falsely advertising instant withdrawals, knowingly stalling the withdrawal processes just so they could cheat more money from their customers and they are not caring even the slightest about responsible gambling or customer satisfaction. Warning to all out there!!!!

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5 Responses

ThePOGG

March 2, 2020

Hi majsis - welcome to ThePOGG!

Have you informed the operator of your gambling problems at any point?

Thanks,

ThePOGG

majsis

March 2, 2020

Thank you, no I have not. Maybe I should have but I consider it to be very sensitive information for a casino to know. They can easily misuse it. Especially a casino like Maneki. I not after getting my money back. I gambled and lost and that’s on me. However when I want to withdrawal my money the casino should honor their part. I find it highly unlikely that all of my withdrawals suddenly got a technical issue. I don’t believe for a second that the casino will learn anything from my complain and they will probably just laugh and high five each other for a good job. The aim with my complaint is First of all to warn people and also to inform you so that you can maybe reconsider their ratings on your page. Thank you for your quick answer

ThePOGG

March 3, 2020

Hi majsis,

Where you have a gambling problem and you inform an operator who are reasonably well licensed - like Maneki with an MGA license - the operator are then required by their license to take measures to restrict you from further access to their games. Where you withhold this information there is no onus on the operator to do anything.

Unfortunately there is nothing we can do to help you in this instance. Had you come to us when your withdrawals were pending we could have contacted the operator on your behalf. But after you have chosen to cancel the withdrawals and play down the balance, the losses are non-recoverable unless the operator should have prevented you from playing due to responsible gambling concerns.

Sorry we cannot be of further help.

ThePOGG

majsis

March 3, 2020

Hi and thank you for your quick support. I was never after getting my loses back, that wasn’t the issue. I think it very important for a casino to be trustworthy and when they are not people should know. And now a few more does. Thank you

ThePOGG

March 6, 2020

Hi majsis,

This service is not here to facilitate the posting of unverified claims. If you are not contesting funds you should not have submitted a complaint. As in this instance your claim would not have resulted in funds being returned to you the complaint report will ultimately read 'Found for the Casino'.

ThePOGG