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What's a reasonable time to wait for missing casino winnings to be paid?


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Posted

On February 20th, I was playing in a casino (optibet.com) and hit the progressive daily jackpot but the money was never added to my account balance. Then I contacted the customer service and their message was to be patient. It's been over three weeks and still no payment. I can’t file a complaint because:  “investigation not over yet”.

So what are my options? Wait another month or two?

Posted
  On 3/16/2022 at 7:54 AM, Juicci1 said:

On February 20th, I was playing in a casino (optibet.com) and hit the progressive daily jackpot but the money was never added to my account balance. Then I contacted the customer service and their message was to be patient. It's been over three weeks and still no payment. I can’t file a complaint because:  “investigation not over yet”.

So what are my options? Wait another month or two?

Expand  

Jackpot winning amounts are added instantly. Which game were you playing and how  much was the win. Were you playing with raw balance or were you playing with bonus money?

Posted
  On 3/16/2022 at 8:36 AM, Blackjax said:

Jackpot winning amounts are added instantly. Which game were you playing and how  much was the win. Were you playing with raw balance or were you playing with bonus money?

Expand  

A pop-up message said you won 925e and I was playing with raw balance. It was the daily jackpot as seen in the pic below.

pic.png

Posted

In that case the amount should have been added instantly. You did save the bet log right? But since you say the money wasnt credited it might not be there. This will take a few months in my opinion because they will contact Microgaming.

Posted
  On 3/16/2022 at 10:08 AM, Juicci1 said:

A pop-up message said you won 925e and I was playing with raw balance. It was the daily jackpot as seen in the pic below.

pic.png

Expand  

you don't have the screenshot of the popup message and the 925 amount that it was going to award?

Posted
  On 3/16/2022 at 12:47 PM, Blackjax said:

We believe you. No need to post here. Wait for a few days and on 21st it would be one month and then you can file a complaint using AGCCS. If you need any guidance we are all here.

Expand  

Ok, thank you! Is it 1 month from the day that issue occurred or 1 month since their last response? I tried to file a complaint but it got rejected due to pending investigation.

Posted
  On 3/16/2022 at 6:52 PM, Juicci1 said:

Ok, thank you! Is it 1 month from the day that issue occurred or 1 month since their last response? I tried to file a complaint but it got rejected due to pending investigation.

Expand  

Hi and sorry I am late to this one, Before we discuss you maybe opening a complaint on our site instead...

So, the casino is actively responding to you about this? And they say they are investigating, are they? Have they given you a timescale?

Posted
  On 3/17/2022 at 11:49 AM, cocopop3011 said:

Hi and sorry I am late to this one, Before we discuss you maybe opening a complaint on our site instead...

So, the casino is actively responding to you about this? And they say they are investigating, are they? Have they given you a timescale?

Expand  

Hello!

No, the casino is not active anymore. Their latest reply is from the beginning of March. No timetable, not even an estimate, has been given.

Posted
  On 3/17/2022 at 1:34 PM, Juicci1 said:

Hello!

No, the casino is not active anymore. Their latest reply is from the beginning of March. No timetable, not even an estimate, has been given.

Expand  

Aha I see. I've just had a quick chat with our complaints team for you. I would advise you to give the casino over the weekend to reply. Let's give them one more chance. If you don't receive a reply by Monday please use our AGCCS to open a complaint. 

How do you feel about that?

If you're happy to take this advice, it is vital that you include all of your supporting evidence in your complaint, including the screenshot you have and any communication between you and the casino.  If this isn't provided the complaint may be rejected. 

Since there is an investigation on the casinos' side we may need to wait, but we can try at least.

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