AresCasino does not pay out winnings

Good morning dear community,

I wrote again with the chat 10 days ago. There was the following conversation:

Elena > > 3 Dec 2018, 8:28 AM > Chat Duration : 01:50:21 > > Chat Recording > * >
> * > Hello, my last withdrawal via 1004 went to the status “completed” yesterday. Can I then expect all three payouts in the next few days? > > > >
Elena> Hello
8:30 AM > Me > I've been waiting for the oldest payment for 2 months now...* >
Elena > One moment please* >
Me > Are you still there?8:49 AM >
Elena > (Payout Number): Confirmation may take several business days. For bank transfers, this may take 7-10 business days. Please allow for the weekend at 8:56 AM >
me > ok I was told that with the other two payouts and the money is still not there after more than 50 days. What about the two old payouts? When is the money coming?8:59 AM >
Elena > One moment please9:09 AM >
Me > I'd love to9:11 AM >
Elena > The finance department canceled it for an unknown reason.9:18 AM >
Me > That means what? How do I get my money now? Can you initiate the withdrawal again or what happens now?9:20 AM >
Elena > The finance department canceled it for an unknown reason.9:24 AM > Me > How can I contact the finance department?9:26 AM > > The statement "the finance department canceled it for an unknown reason" is complete unacceptable and unsavory. How would you react if you were given such a statement? After all, this is about almost €5000 in total9:30 AM >
Elena > The finance department canceled it for an unknown reason.9:33 AM > Me > This is a joke. Your support is a big catastrophe. I thought you were there to help. Simply holding back the money is not an option. I don't understand at all. Why does this statement only come after 2 months? Before there was only consolation. That can not be. I want to speak/write to someone in charge at your store!9:37 AM > > Do you have any other answer other than "the finance department canceled you for some other reason"? What's next? I want answers and a solution10:01 AM >
Elena > We have already forwarded your query to the relevant department and will get back to you as soon as we receive an answer at10:16 AM
> Me > I'm curious if you still think it's time to get back to me. The whole conversation now lasts over 1 hour as I keep waiting 5-15 minutes for replies. Since you don't seem to be taking this conversation seriously, I'll say goodbye for the time being. I'm waiting for a response from you via email! That does not work like this. Also on the last payout over 1004�. Thanks

So I sent an email to support:


Dear Sir or Madam, Here is today's chat with Elena: I'm still waiting for answers and a solution to my questions and problems. Why has the money (number) + (number) still not been paid out? The chat says it was canceled for an unknown reason. Please withdraw the funds immediately. There is no reason not to do this! Will the payout (number) really take place in 7-10 days? I expect feedback by Thursday, December 6.12th. at 13 o clock. You should urgently comply with this deadline. Yours sincerely §§


...and got the following answer from Mail Support after a few hours:


Hello!

I would like to inform you that your withdrawal has been completed and the money will be in your account within 7-10 days. Thank you for your patience.

Sincerely,
Your Customer Service Team
Arescasino.com



The reactions in the chat are super cheeky, I have to say. Also, replies take forever. The whole conversation lasted almost 2 hours. "The finance department canceled it for an unknown reason" as a constant reply is just not ok.
After all, the support has answered for the first time in 30 emails. Bravo.

Today the 10 days are over again and of course there is no money again...
The store is really ridiculous. I'm so annoyed and disappointed. But won't give up! The email to support went out again.

Only a few days ago, I also experienced how disappointing the chat is there. Although the complete support was replaced a few months ago, it seems that there are now people sitting there who have no idea and are trying to get rid of customers with standard answers. Yesterday I passed it on and I will also pass on your experience today. It's really difficult to say anything positive when, like you, you've been waiting for your money for months and nobody gives you any reasonable information as to why this is the case.

That's unbelievable, I can understand that 100%. It is not only bold but also impossible to treat customers in this way.

The incompetent support is one thing, but it's about the finances and that's not regulated by the support. That is not how it works.

I have the feeling nobody regulates anything. Support says money comes and still doesn't come. I just think it's a huge nonsense. They have my deposited money within a few seconds and a payout takes over 2 months!?

Quote:

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Posted by liselo

I have the feeling nobody regulates anything. Support says money comes and still doesn't come. I just think it's a huge nonsense. They have my deposited money within a few seconds and a payout takes over 2 months!?

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My feeling is that something is terribly wrong at the casino, but I don't want to get too carried away with that. The only one who can help you in this case and who could exert pressure accordingly is Spielo.

Unfortunately, I can't do that because for certain reasons I no longer have any contact with those responsible. This and the Rival case are really blatant and either indicate a lack of money or even internal problems and discrepancies, to say the least. That is my very personal impression, because I got to know the responsible persons (Ares) briefly 2 years ago and was able to recognize certain views even then.

Although the casino is listed in our casino index, it is currently only classified as a conditional recommendation. It remains to be seen how this will continue and whether more problems of this kind will occur. In any case, with this type and approach, they are well on their way to making themselves one of the non-recommended online casinos in this business.

Unfortunately I can't say much at the moment. I tried to build up some pressure with my concerns and also with Liselo's concerns, but apparently my contact's hands are tied, even though we're talking about an upper management level here. It's really frightening to see what's going on and not get any sensible information from our own ranks. I have to agree with Slotti that it will soon be listed as a dubious and not recommendable casino. If those responsible aren't even able to communicate internally, how is that supposed to be possible with the players. At the moment I am very disappointed with how the casino is developing.

First of all thanks to you. I hope you, spielo, stick around for me!?
I'm definitely staying tuned and will continue to annoy everyone there. I won't give up that easily.
If it goes on like this, I'll do my experiences about the Ares Casino all over the internet and do some "advertising" for the site. They can't do that. People diligently deposit their money and if someone wins, it is not paid out..

Miracles still happen... The last requested withdrawal of 1004 went into my account today. Hallelujah!

Now it is of course also important to receive the other two transfers as soon as possible. However, I don't quite understand why the last requested payout is paid out first... probably because it's the smallest.

There is now much to suggest that the other two payouts of €1450 and €2450 are now also coming. Now that the 3rd application has been paid out, there is no reason at all to refuse me further payments.

I hope this all ends soon.

Quote:

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Posted by liselo

Miracles still happen... The last requested payment of 1004€ went into my account today. Hallelujah!

Now it is of course also important to receive the other two transfers as soon as possible. However, I don't quite understand why the last requested payout is paid out first... probably because it's the smallest.

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Only those who paid it can probably explain that. In any case, this is not standard and does not correspond to the rules of a casino. It is difficult to continue discussing and conjecturing. Nice that you have received a payment at all. If you still get the other two payments at some point, it is up to you where you invest your money in the future.

It's nice that at least the last payment has arrived. I have a suspicion that the first two payments have been lost, it's very strange that the last one is there first. Of course you could now annoy the support under Payments again! By the way, my contact is already annoyed by me because I talk to him about it every day. It doesn't seem to work otherwise at the moment.