The player from Netherlands has 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 have made a withdraw 8-9 days ago, my account was verified the same day and my cashout also.
Till today I did not received my cashout.
5 business days is what they promise.
The customer support (chat) telling me for 3 days already you will receive it today or tomorrow but still nothing.
I also send my bank statement from 21 september till now and also don't get any answer or payment.
If you ask them a proof of payment or transaction number they don't answer that.
I hope via this way i get a sollution.
Dear Besta74,
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