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I submitted a request for a Bitcoin withdrawal on Friday, July 9th in the amount of $2500. I have withdrawal 2500 before and this is the weekly cash out limit. On the 3rd business day (today) my withdrawal was approved for 1500, not 2500. I played with a free spin deposit bonus that had no max payout restrictions. I met the terms and was told by customer service that per their terms they can pay out withdrawals in partial amounts which has never happened to me. I’m getting no response from billing and am now being told by customer service to submit another withdrawal request to get the remaining 1000. So they want me to wait another 3 business days to get the rest of the money that should have been approved today all at once. It’s suspicious to say the least and as a VIp player I most certainly don’t expect them to dock my winnings without justification.

Dear Kristin,

Thank you very much for submitting your complaint.  I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://aussieplay.com/en/terms/:

„All payouts from Aussie Play Casino are limited to $2,500 per transaction. This limit can be adjusted by the Casino, according to the Customer Level, or as per a mutual agreement with the Customer’s VIP host.

The large payments may be divided into smaller units and paid out, according to the Casino’s payout limits, and the Player’s current Customer Level."

Please understand, that we can’t penalize the casino for splitting your win into several installments, especially, if this information is clearly stated in their terms and conditions and all the transactions take reasonable time.

Could you please confirm that you have received your partial winnings already?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

I did receive partial winnings yes. Very suspect terms.

I fully understand your frustration, Kristin. I will set the timer for additional 6 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for the good news regarding your remaining withdrawal. Thank you in advance for your patience.

They processed the remainder (minus 500 because I changed the amount of withdrawal the 2nd time) and sent within 24 hours so I think they made an attempt to rectify and consider it solved. Just players beware of these terms.

Thank you very much, Kristin, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Kristin,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Yes, you may mark as resolved!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kristin, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru