Casinoin - Player’s withdrawal has been delayed.

Hello, I deposited 50 euros last night.

I managed to win 7000 euros in total.

The casino let me make 4 withdrawals of 500 euros (2000) because it has a daily withdrawal limit of 2000.

I still have 5000 available in my account.

My problem is that my 4 withdrawals are being processed and they answer me in the chat very simply that we will inform you that there was a technical issue and that the relevant team will look into the issue.

What should I be afraid of? I have photographed everything. Will I have a problem with them? And if so, how can I move?

Dear gioto7,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good evening again!

While I sent my selfie cards the two I made deposits with and my driver's license as requested, today I again sent in the chat and was asked for two more cards that I had tried to deposit at some point in the past, while yesterday I wasn't exactly asked what do they want, yesterday they asked me for the documents, I sent them and today two extra selfie cards, I believe that the same thing will happen tomorrow, I will be asked for something more and so my withdrawal will be delayed more and more! But I should point out that before my withdrawals of 200-500 euros I was never asked to verify anything, and now that I made a good win they put my withdrawals into a technical problem and I had to ask myself to identify the my account because they do the same to everyone. They delay the withdrawals as a technical problem later they ask for verification of details and again they ask for something new every time to delay the withdrawal and the winnings to be played! it's a shame that they inconvenience not only me but also their their customers every time they make a win because it is a very good casino comfortable and with a nice platform! I will come back to the topic in the next days-hours so that you have a complete picture of what is happening.

Thank you very much for your time and I look forward to your help in the coming days.

I'm not saying that the verification is done and should be done in an hour but every day if they ask for something new then the earnings are delayed a lot for no reason!

I understand your frustration, gioto7. Please bear in mind that sometimes verification is not needed if the amount that you try to withdraw is lower. Have there been any developments since our last conversation?

Dear gioto7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello, I managed to withdraw the amount of 3850 euros, the rest I could not request a withdrawal, I had exactly 3000 left, forcing me to bet with all this and they were lost within half an hour, I want to report this because I lost 3000 euros because they wouldn't let me to request a withdrawal.. please do something to get the whole amount finally back or at least a part of it would be fair for both parties. thanks

Do I understand correctly that you have received €3,850 and the remaining approximately €3,000 were played and lost?

Yes because I didn't see any progress in the matter and I felt that the money would be lost anyway but I couldn't request another withdrawal anyway..I want to get back a part of how much for the inconvenience only

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

Please let me know if there is any additional information that I have overlooked, but 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.

Dear gioto7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

PS: I corrected the disputed amount from €7,000 to €3,000 since the rest of the money has been successfully received.