The player from Peru requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
I haven't been paid for around 3 days
My account is fully verified and the only thing that tells me is that my request is in the queue. It seems strange to me since other people submitted the withdrawal request after me and they already have the money in their account.
Dear RTC1819,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center