Casino Days - Player's withdrawal is delayed.

I signed up for this casino, it did not ask me for banking info, which is good because i ise etransfer method when i cash out with other casinos. I had played some games with this site and won $125 YAY. However when i cashed out this amount on Jan 15 i thought i would see an email saying my money was there to deposit, it is now Jan 24th more than the 3 days they said it takes and I still ha e nothing. I emailed the help desk multiple times and they went through everything with me, and even though on the site it says transaction complete and gives a transaction number i still havent recieved anything. Its been 2 days now since the last email with them that re-stated that my concern has been escalated to the proper department and thank you for my patience. Well my patience has run out! Where is my money? I dont think i will see it.

Dear sarahhg7477,

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,

Tomas

Dear sarahhg7477,

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.

Hello

The withdrawal never did go through but they did put money back into player account 2 days ago.

Thank you

Sarah

Thanks for the update.

Have you requested another withdrawal?

Has the casino given you any recommendations on how to withdraw your winnings successfully?

I have not made another withdrawal, when i asked them if there was something i might need to do like verification of some sort in order to withdraw funds again they said there was nothing needed and to just make another one. But unfortunately over the course of the following week that they put money back into player account i lost it.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you. I dont think that when i made the complaint it was unjustified but for now the issue was resolved with the casino because they put money back into player account.

Sarah

I made a mistake when I wrote that the complaint would be closed as unjustified, I apologize.

Nevertheless, when the amount is returned to your casino account and subsequently played down, the complaint will be rejected due to the reasons mentioned above, under the classification 'rejected', since we can't help you recover the lost funds anymore and since we can't reach a favorable resolution of your complaint.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.