BookofCasino - Player's winnings are delayed.

Hello,

I'm having problems again with this casino.

I won €2000 on Sunday evening (December 1st) and as of today, December 5th, I haven't heard anything.

The customer service is not responding in the live chat. I emailed them today, but they replied with the usual pre-written phrases.

This time I'm really worried, everything is silent...

Dear SpartacoSMCV,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

As of yesterday evening, the withdrawal can no longer be cancelled but has been in processing for 24 hours

Thank you for providing this information. If the casino started processing your withdrawal on December 5, I’d recommend waiting until December 19 for your winnings to appear in your bank account.

If you do not receive the payment by then, please let me know, and we will continue investigating this matter further.

Dear SpartacoSMCV,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.