The player from Lithuania had requested a withdrawal less than two weeks prior to submitting the complaint. His money hadn't been received yet. After our team's intervention and extension of the complaint's timer, the player confirmed that he had received his withdrawal. Thus, we marked the complaint as 'resolved' in our system.
Bitsler Casino - Player believes that their withdrawal has been delayed.
Amount: €175
Bitsler Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
On 05 04 2024 I made first small withdrawal and I have received it then later I made 1562 TRX withdrawal and was asked for KYC verification. Passport was confirmed almost immediately, then asked for POA and I have uploaded it. No news after that, POA still not approved, support respond nonsenses that I have to wait for an indefinite period of time and my withdrawal is hold on. They do not provide any information when I repeatedly inquire about it and ignore it and specifically wasting time to not pay withdrawal.
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6 months ago
Dear Krabatas,
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
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5 months ago
Dear Krabatas,
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.
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5 months ago
Dear Krabatas,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
