GoldenAxeCasino - Hráč se snaží vybrat své výhry.

Played golden axe cascino for years, on this occasion I have deposited and tried to make my first withdrawal from this site, they refused to pay giving a number of excuses, this site must be shut down to prevent innocent people deposting their money

Dear ellamaidavis2014,

Thank you very much for submitting your complaint. I’m afraid, I will need more information regarding your problem. Could you please elaborate? Did the casino confiscate your entire balance? Or has your withdrawal request been pending for too long?

I will be waiting for your reply patiently.

Best regards,

Kristina

The entire balance has been confiscated

Regards

Clive

Please see emails received from casino

Hello Clive,

This is your account manager Lucy. Hope your day is going well!

I would just like to congratulate you on the recent streak of luck that you have had on our platform. You are on fire!

While we are working on your withdrawal request as fast as possible, I am sure that by now you know that the fun at Golden AXE Casino never ends, so you are welcome to check our new games. Who knows, maybe you can win some more!

In addition, if you have any questions, you can contact me at any time.

I remain at your disposal and wish you the best of luck!

Best Wishes,

-Lucy K.

Account Manager

Golden AXE Casino

Sent with Kayako

Dear Clive,

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

We have therefore cancelled your withdrawal request and removed the winnings.

Should you have any questions please contact our customer support via live chat on our site.

Kind Regards,

Verification Team

Thank you for your reply, ellamaidavis2014. Have you accumulated your winnings with or without an active bonus? Could you please advise how much was your last deposit?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi

I have added a screenshot of my gameplay that they sent me, I believe I deposited 30 euros that enabled to win , I have tried to communicate with them by email but they do clearly not want to pay, I have sent a couple of nasty emails out of frustration because I have been playing on this site for a few years now and this is my first withdrawal, I am actually very angry about the whole situation, they excepted the bet so should pay

Hi

Please say below recent deposits that I made

Did you activate any bonuses on top of your deposit?

I believe that I may have received a bonus on a deposit earlier that day

Could you please post here (or forward me) your bonus history? Additionally, please forward me your game history starting from the moment you deposited. My email address is kristina.s@casino.guru. Thank you.

Dear ellamaidavis2014,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi sorry for the delay in replying I have looked on my casino account and it doesn't seem to show much, there don't appear to be any dates against transactions I have emailed the cascino for a full transaction listing a game history

Have you received the bonus history and the game history? If yes, please forward it to me.

Dear ellamaidavis2014,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.