Abo Casino - プレイヤーの撤退が遅れています。

I deposited $230 CDN at the casino with matched bonuses. I met the playthrough requirements and wagering requirements - highest single bet was $2.00 and 90% of bets were $1.00 or less. I had $900 after meeting the playthrough requirements and then hit a big win on Bookie of Odds and Reactoonz2. That's when all the problems started - first my account was verified - then it wasn't - then it was - then the withdrawal was cancelled - then it was approved- and then cancelled. I submitted 14 separate documents each time to prove my identification and the requests became stranger and stranger - a photo with my elbow, holding an ID card (that had already been approved) with my face in the picture - which I did - but then they wanted the photo facing a mirror. I'm not making this up. Then when I saw the payment was "pending" they told me that they approved the withdrawal but that the "pending" was the status of my bank not yet receiving the funds - and then it was cancelled and they asked me for more documents. So, it was verified, then the money was sent, then really it wasn't, then it was a technical issue - then it was a financial issue - I saved all the chats and each time it was a different excuse - sometimes the exact day from different chat agents.

Here is a hilarious series of exchanges on chat. Each one is a different excuse.

Not one single time did they mention anything was wrong about what I did - they just kept making excuses.

Dear Ian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela - the withdrawal was requested last Friday and multiple times I was told my account was verified and withdrawal approved only to see the money back in my casino account. My concern is just the number of different answers I've received about it - first it was sent - then it wasn't sent - then it was sent but my bank refused it - then it was a financial problem and then it was a technical problem. It's been rejected 7 times after verification. I'll wait at least 14 days to see what happens. They have told me they will get back to me but with all the different answers I know they won't - they seem to provide answers just to get rid of me - no matter how polite I am.

I will get back to you in 2 weeks to let you know if I ever heard back from them. I won't hear back from them I know it - but I will wait.

I fully understand your frustration, Ian. I will set the timer for additional 7 days and if there’s no development by Wednesday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Ian,

Have there been any developments since our last conversation?

Hello Petronela,

I hope you are doing well. Nope. I have not heard anything. I have not received any emails and all my emails to support have gone unanswered. Also, when I setup the account, I setup Google Authenticator on my Iphone. Unfortunately, I no longer have that Iphone because it was a company Iphone and I am no longer employed. It was the only phone I had. So each time I try to sign into my Abocasino account, it asks for the verification ID from Authenticator which I can no longer provide. I contacted Chat on October 18th and again yesterday asking them to allow me to reset my password and gain access to my account. Each time they tell me they've sent the email - they never did - then they tell me it's coming - then to check spam until yesterday they told me they sent the email and can't do anything further. I've received emails from them when I first signed up so this is just another game they're playing.

Thank you very much, Ian, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ian,

I looked at your complaint and will do my best to help you. I would like to invite Abo Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Good afternoon, comrades! Good afternoon, Ian.

I see your appeal, now we will deal with everything. Give me some time to gather information.

Thank you.

Good afternoon, Ian!

First of all, I'm very sorry that there was such a mix-up and that you got yourself into such an unpleasant situation. And we, as a team, want to help you resolve this issue!

Here's what I was able to find out about your complaint:

First of all, I want to draw your attention once again that your withdrawal has been canceled by the payment system, the money returned to the account, but not by us, we do not use any tactics not to pay your winnings, and never did thatIn your account is open, you can technically still try to withdraw, which will probably also be rejected after our approval.

The last time you wrote to us was on 18.10 at 16:01 UTC, a reply was given, also later 3 tickets were sent to the same email asking for clarification of the data needed by the PSP department to identify the root of the problem. There has been no response from your side.

All that is required from you at this point in time in order to receive a payout is to answer the question asked through the ticket:

Did you have an Interac bank account?

In case you have, please provide us the email and account number associated with it?

As for the question about the documents, the documents were requested purely standard: 1 confirmation of identity, 2 proof of address, 3 proof of deposit + selfies with ID. There were small hitches with the proof of deposit at first due to the peculiarities of the payment system, but the documents that he sent were accepted. There were no elbows in the requests, it was about, quote:"for the hand holding the document to be in the picture."

So we're waiting for your response directly to email: support@abocasino.com

I hope I was able to shed some light on this situation, and that the problem will be resolved in the future.

Regards,

Abo Casino Team.

Hello Abo Casino Support Team,

Thank you very much for responding. I have triple-checked my email's spam folder, filters and have verified that my email account is working. I do not know why I never received your emails.

I have emailed all information you requested this morning at 9:38 am Eastern Standard Time (EST).

Please confirm once you've sent the payment.

Thank you

Good afternoon, Riggins4210,

Everything was sent to you this morning!

I hope everything has arrived by now)

I will confirm the payment once it is received.

Good day!

Any results?

Hello AboCasino Team. 

I hope you are all doing well.

I have not received anything yet. Can you please confirm how it was sent? Was it done by e-transfer or by wire transfer directly to my bank account?

I was informed that the transaction would be made on the next business day, that is, Monday.

I apologize for the delay. I am following up on this issue personally.

Wait? Now it has not been sent? On the 29th you stated it was sent and that you hoped I received it by now. Then, yesterday you asked if I received it. Now it will be sent Monday? This is the same answer I have received for weeks now. I really think it is best to only answer this complaint when you are 100% certain that the money has been sent. 

Please confirm only when the money has officially, 100%, and absolutely been sent. 

Take care

Good afternoon.

The withdrawal has been sent.

Dear Riggins4210,

let me know when you'll receive your winnings, please.

Hello Viliam,

I will confirm - but first I would like the Abo Casino team to confirm which method was used. Was it wire transfer directly to my bank account or was it an e-transfer?

Once that is confirmed, I will confirm once I receive the payment.

The complaint will remain open until payment is received.

The payment was made directly to the specified bank details to the bank.

Hello Abo Casino Team,

I received the money. I want to thank you and everyone at the casino for following through on the payment.

Take care, Best regards and be safe.

Dear Riggins4210,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru