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FENIX Casino, not responding, withdrawal pending

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Fetthalt, Mar 11, 2015.

    Mar 11, 2015
  1. Fetthalt

    Fetthalt On a Break PABinit

    Occupation:
    Working
    Location:
    Stockholm
    Hi,
    I would like to warn you about Fenix casino. I have been waiting more than 2 weeks for a withdrawal to Neteller. Live chat says "Dont worry" but I get no answer from This email is not visible to you. or This email is not visible to you..
     
    1 person likes this.
  2. Mar 11, 2015
  3. curremon

    curremon Senior Member PABnononaccred MM

    Occupation:
    Working
    Location:
    finland
    Really ?? Oh my
     
    1 person likes this.
  4. Mar 12, 2015
  5. Przecinek

    Przecinek Dormant account

    Occupation:
    CSA
    Location:
    Respect-land
    They seem to be the worst. Never played there and I don't think I ever will.
     
  6. Mar 12, 2015
  7. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Thread title tweaked to avoid confusion with official Casinomeister Warnings. Apologies in advance of any inconvenience this may cause.
     
  8. Mar 12, 2015
  9. Kevin Fenix

    Kevin Fenix Dormant account

    Occupation:
    Fenix Casino Representative
    Location:
    Malta, Valletta
    Dear Casinomeister forum members.

    I am writing this email on behalf of the entire Fenix Casino management in hopes of shedding some light on recent events regarding delayed withdrawals. I have not been accredited yet, however I hope that I will be in the near future.

    Fenix Casino started as a relaunched brand formerly known as Casino For Me. This was a completely new project from the same owner, with new content providers, a new website, new Terms and Conditions and all its services were under new management. Customers that played in Casino For Me were directed to play in the new Fenix Casino and in fact the original website automatically directed visitors to the new domain. Since then and until recently, the casino was active and successful with a steadily growing userbase and regular players, however there have been changes that affected our players. A month ago, Fenix Casino underwent a complete change in management and ownership, which subsequently affected standardized procedure and the distribution of work amongst our employees. We were hoping for the transit to go smoothly and unnoticed, however this was not the case. To our great misfortune, the most notable impact of this were severe delays in processing winnings.

    The sole reason for this email is to let our players know that the switch has been completed and the new management was alotted its work, meaning that Fenix Casino is ready to operate again. Absolutely all delayed winnings will be paid out at the beginning of next week and all our players who had their withdrawal pending for more than the time stated in our Terms and Conditions will be rewarded with a compensation bonus. We are certain that such issues will never reoccur and are willing to put great effort into proving this to our players and the entire gaming community.

    Kindest regards,
    Kevin
    Fenix Casino
     
    6 people like this.
  10. Mar 12, 2015
  11. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    As recently as Monday (March 9th), I was assured I would get my withdrawal either that day, or Tuesday. It's now Thursday and nothing. Then I come here, a 3rd party, and find I apparently will be paid at the start of next week. It's a relatively small withdrawal too. Also, I've had these withdrawal issues for several months with Fenix, not just since a month ago.
     
  12. Mar 12, 2015
  13. Fetthalt

    Fetthalt On a Break PABinit

    Occupation:
    Working
    Location:
    Stockholm
    To summarize: The stalling continues from Fenix casino. Next day, next week, next tuesday... We have all heard it before.

    I'm currently setting up a new web page entirely dedicated to warn other players about Fenix casino. If you have any bad experience, that I cant read about here on casinomeister, please send me a message.
     
  14. Mar 12, 2015
  15. cncas123

    cncas123 Quit Gambling PABnonaccred

    Occupation:
    Manager
    Location:
    Belfast
    Im a bit confused here. It states Fenix rebranded from Casino for Me, but isnt there another thread where Fenix were refusing a large payout as funds hadnt been transferred across from Casino for Me?
     
  16. Mar 12, 2015
  17. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Yes there was and it was a while ago the change over took place


    ---------------------------


    back in November 2014 they transfered my 6000 EUR balance from the closed Casino For Me to Fenix Casino

    I won 60,000 from that transfered funds now they say they are not going to pay , look at the reason

    Here is the first email

    Dear Mr. H

    Thank you for choosing Fenix Casino!

    Please accept our apologies for the delay in transferring of your funds from Casino For Me. However, if you will log into your Fenix Casino account, you will find that the sum of 6,364.00€ has been added to your balance as agreed. As this balance is unaffected by bonus conditions, you can freely play any game you desire, giving you a chance to increase your winnings. You will find that Fenix Casino has several games and gaming providers that were not a part of Casino For Me, and we are certain that many of them will become your new favourites.

    Should you have any questions, please don't hesitate to contact us.

    Kindest regards,
    Fenix Casino Finance Department


    I was able to collect only 8000 EUR since November due to their huge slow pay and now look at the unreal email they sent

    Dear M

    Thank you for your emails.

    We would like to inform you that we have not received the funds from Casino for Me, nor do we expect to receive them. Nevertheless, we have issued €6,404.00 from our own fund to your new Fenix Casino account and we subsequently paid out €6,000.00. Because Casino for Me never transferred the funds, we cannot consider the amount which we credited to you as real cash, therefore the winnings from it technically do not exist. After significant discussions, we have decided to void all winnings. We hope that since you did receive the most of your initial withdrawal that you made in Casino for Me, this will not result in any ill will towards Fenix Casino. We are under new management, meaning there is a separate operation which has no contact with the one in Casino for Me.

    We understand that you might be disappointed in this decision. If for whatever reason you would like to know more, please contact Casino for Me management directly.

    Kindest regards,
    Fenix Casino
     
    2 people like this.
  18. Mar 12, 2015
  19. cncas123

    cncas123 Quit Gambling PABnonaccred

    Occupation:
    Manager
    Location:
    Belfast
    Refusing to pay because the money wasnt transferred, but then today they have a rep who says it was a rebrand? Rebrand to me means a change of name, not a change of ownership, so why the refusal to pay????
     
    2 people like this.
  20. Mar 12, 2015
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I can see this is going to be a big thread :)

    From Kevin (Fenix) post above, This was a completely new project from the same owner
     
    1 person likes this.
  22. Mar 12, 2015
  23. cncas123

    cncas123 Quit Gambling PABnonaccred

    Occupation:
    Manager
    Location:
    Belfast
    Maybe Kevin should remind the same owner of his responsibilities to payout when someone wins. It would be nice to have the Fenix reps input on this.
     
  24. Mar 13, 2015
  25. kavaman

    kavaman Senior Member PABnononaccred3 PABnononaccred3 MM

    Occupation:
    It
    Location:
    finland
    Couldn't agree more, this thread clearly says it was a rebrand, so you guys are officially trying to steal a players win of 60 thousand. I suppose you will have a new look on the case where the player responded here:http://www.casinomeister.com/forums/showthread.php?t=66119 ???

    Also regarding players withdrawals, the matter has not been handled properly. I know i have won from fenix, and the cashier responded maybe to one of 5 emails. And the livechat couldn't really help when it comes to withdrawals, just said to email the cashier's email address, which in turn didn't answer. I was lucky to get paid in the end though. I would consider playing with you guys again if withdrawals and player communication is handled better in the future.

    Some people are also having problems at other flavidus limited casinos , i know a player responded having problems with casinoadrenaline , and withdrawal delays seem to affect that brand aswell, which gives the impression that the casinos are connected...........

    Only one brand to my knowledge (hello casino) has not been affected by the withdrawal delays.
     
    1 person likes this.
  26. Mar 13, 2015
  27. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Maybe the rep is being economical with the truth.

    Maybe the original Fenix went bust, and the excuse about the funds not being transferred which caused the 60K win to be voided was all bullshit designed to deflect blame to the "previous owner", which we have just been told was the SAME PERSON who owned Fenix at the time the player was given this excuse.

    We then had withdrawal delays, and now after all this time a rep "comes clean" to explain that the relaunch has itself been relaunched with a new owner (or is that still the same owner and his second "new project") and new management.

    It does look like the initial Fenix ran into trouble and couldn't meet it's liabilities, in effect it "went bust". However, they have now agreed a rescue deal with a new owner, who will inject capital into the business so that existing players' balances and winnings can be honoured.

    Now, if the deal has been done, we should see payments next week, however if this is yet another stalling tactic, we will see new excuses next week.

    The new owner has to realise that how this is handled over the next couple of weeks will make or break his business.

    An explanation of what REALLY happened over the denied 60K win would help restore confidence, so long as it gets paid.
     
    1 person likes this.
  28. Mar 13, 2015
  29. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    After I posted on here, soon after I sent a cleaned up version of Kevins post via email, along with everyone else with waiting withdrawals I guess. As for that 60k win denial.. can open, worms everywhere springs to mind. They have no choice but to pay now, right?
     
  30. Mar 14, 2015
  31. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    After going back over a few threads about Fenix & C'forme I believe there just lies,

    biwin7 winnings of 60k was was voided Because Casino for Me never transferred the funds, "we cannot consider the amount which we credited to you as real cash, therefore the winnings from it technically do not exist"

    But we have been told by the Rep "This was a completely new project from the same owner" So why wasn't the funds transferd? Or that was but just made up bullshit when the player won more, Now using another excuse stating new ownership,
     
    1 person likes this.
  32. Mar 14, 2015
  33. cncas123

    cncas123 Quit Gambling PABnonaccred

    Occupation:
    Manager
    Location:
    Belfast
    Looks like Kevin has lost his voice now!!!!
     
    2 people like this.
  34. Mar 16, 2015
  35. curremon

    curremon Senior Member PABnononaccred MM

    Occupation:
    Working
    Location:
    finland
    Today we get new excuse from you kevin ?
     
  36. Mar 16, 2015
  37. Fetthalt

    Fetthalt On a Break PABinit

    Occupation:
    Working
    Location:
    Stockholm
    It's now the "beginning of next week". As expected no money showed up today and will probably not show up tomorrow (2600 euro withdrawal pending). I'm now waiting for a new excuse from Kevin and Fenix casino.

    Regards
    This email is not visible to you.
    fenixcasino.eu
     
    1 person likes this.
  38. Mar 17, 2015
  39. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Hi mate

    FYI, I was paid on Monday as "promised" by Kevin.. however mine was just a couple hundred... curious yours wasn't, perhaps you should PM Kevin or he could contact you to expedite this... sure it's nothing to do with the fact your withdrawal is 15x the size of mine..
     

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