The player from Sweden is experiencing difficulties withdrawing his winnings. Although we received information from the casino the withdrawal was processed, without confirmation from the player we were forced to reject the complaint.
Been waiting for 7 days for them to pay out. Although they write it is under treatment and I have to be calm and wait.
Should one report their page and send in a report to the CEO who owns those game pages? 🙄
Dear brazzxflodin,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
Good afternoon, Samuelf90 and Thomas!
Thank you for awaiting my reply. I checked with our department and you should have received your winnings by now. Therefore, I believe this complaint may be closed as "resolved".
I hope you will be more patient next time, our team is working to improve service continuously.
Thank you very much, we look forward to seeing you again, have a good holidays!
Best wishes,
Compliance Officer
Affiliate Manager
Max W****
Hello, Samuelf90 and Thomas!
Happy New Year everyone! Hope you are doing great.
Samuelf90, please confirm that you received the withdrawal, am I right?
Waiting to hear back from you soon.
Best wishes,
Compliance Officer
Affiliate Manager
Max W****