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

[Juicci1]

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?

[Blackjax]

40 minutes ago, 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?

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?

[Juicci1]

2 hours ago, 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?

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.

[Blackjax]

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.

[Flatzem]

2 hours ago, 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.

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

[Juicci1]

6 minutes ago, Flatzem said:

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

Yes, I have that screenshot, just didn't post it here. 

[Blackjax]

4 minutes ago, Juicci1 said:

Yes, I have that screenshot, just didn't post it here. 

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.

[Juicci1]

6 hours ago, 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.

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.

[cocopop3011]

16 hours ago, 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.

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?

[Juicci1]

1 hour ago, 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?

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.

[cocopop3011]

6 minutes ago, 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.

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.