Maneki Casino - not having an option to cash out
Apologies if this has already been submitted- I did submit this a few days ago but cant see a reference in my account.
Hi, I have been trying to withdraw money from Maneki casino since 9th June. They have approved my withdrawal on numerous ocassions but have been extremely dishonest on the method. Please note I have all chat logs and emails to support everything I say below.
My identification was approved before withdrawals.
I dont gamble with credit cards. I only gamble with money I have in my bank account so use a mastercard debitcard to deposit.
10th June - withdraw money. I had 2 options to withdraw
1. credit card
2.Mifinity ewallet
I contacted live chat and asked for a bank withdrawal and submitted my bank account details which were approved. I pointed out that I dont have the bank withdrawal option on my withdrawal page and I was told just to just use credit card withdrawal. I withdrew $5000 and 2 days later this was cancelled with the excuse being I need to use bank withdrawal.
I replied and went on live chat to say I dont have the bank withdrawal option anywhere (I pointed out that it shows on the generic Maneki banking page but when I click on bank withdrawal it takes me back to my personal withdrawal page with only the 2 options of credit card withdrawal or Mifinity ewallet)
I spent around 2 hours on emails and live chat and keep getting the same response (we will escalate this to another department)
I received an email to say please withdraw by Mifinity Ewallet. I tried this but they dont support New Zealand bank accounts at this stage so I could not use.
I spent more hours on live chat and I was told to withdraw by credit card. I did so and this was cancelled after a few days with an email that said I need to withdraw by bank withdrawal. I again spent 2 hours on live chat to explain I have submitted my bank details but I dont have the option on my withdrawal page (I did send screen shots on no fewer than 10 ocassions) I was told to request a manual bank withdrawaI to the support email address. I did so and I received a reply that I need to complete the bank transfer on my withdrawal page.
I spent another few hours on live chat to point out I dont have the option to withdraw by bank on my withdrawal page. I was told this will be fixed today and wait for an email. To my dismay I received an email to say to withdraw by creditcard. I went on live chat and asked if I could withdraw by creditcard and they said "no sorry we dont allow creditcard withdrawals" I spent a few more hours on live chat and emails and I sent my bank details on at least 5 ocassions. After 7 days I was told to witdraw by bank withdrawal, I would then point out I dont have this option on my withdrawal page. I would then receive an email to say please use the creditcard option to withdraw. I would do this and then withdrawal would be cancelled and receive an email to say use the bank withdrawal option. On the 21st I received an email to say I can withdraw by creditcard $1600 per 24 hour block. I went on live chat and pointed out I have a mastercard debit and I have submitted all of my bank details and they have been accepted and I just need a bank withdrawal. I was told to use the credit card option and a this will be by bank withdrawal. On the 21st of June I withdrew $1600 by creditcard (as advised) I contacted live chat and was told this has been processed and it will be 5-7 days for bank withdrawals. I still have not received my money. I was assured I could withdraw $5000 NZD per week. On the 29th I tried withdrawing my 2nd lot of $1600 and this was cancelled with the excuse that I cant withdraw until my first withdrawal until the first deposit is in my bank account.
I went on live chat and they said I can withdraw $21,000 per week and then reduced this to $5000 per week. I pointed out that I withdrew $1600 on the 21st June and my 2nd withdrawal of $1600 on the 29th was cancelled due to having to wait for my first withdrawal to be in my bank account. I asked why the casinos terms and conditions says I can withdraw $5000 per week but I can only withdraw $1600. They just kept saying you can withdraw $5000 per week and would not answer my question.
I have just again contacted live chat to say I still dont have my $1600 from the 21st of June. They said they are waiting for approval from my bank. I asked if I could have a reference number or a screen shot of the transaction so I could follow up with my bank. They said no we cant provide this. I was told to use the information on my withdrawal page. I pointed out it just says $1600 pending. I asked for proof of what bank account they sent it to and they said no we just sent it to your creditcard. This is extremely frustrating and it seems this casino is not truthful. I do play at many casinos and my favourite casinos transfer to my bank the same day. I know this is stalling and I did spend some of my winnings when my withdrawals were cancelled (I did have $5000NZD but is now $4400) I have since put wagering limits on my account.
I enjoy wagering on online casinos and have done so for 25 years. Gambling online is unregulated in New Zealand. Within the last 2 months rogue casinos have hit the headlines around ripping people off and now the government is looking into regulating this. The only thing between a total ban and being able to spend my dollar where I want is authorities like MGA/POGG. Please hold these rogue casinos to account. I just want my bank withdrawal and my money asap. The thing the bemuses me is what this casino is wanting to achieve. Only allowing palyer to withdraw $1600 and this taking at least 2 weeks and having no options to withdraw does not encourage customers to gamble with them.
Thanks in advance for your help on this
