Casinoin - Player’s withdrawal is delayed.

I have been a customer for many years and have always been satisfied. Yesterday, I requested a withdrawal of a total amount of €1700, and while this company usually resolves it within 2-3 minutes, they have kept me waiting and have referred the request to the responsible parties.

I am very dissatisfied; I did not expect this company to treat its customers this way.

Please, if you can, help me.

Thank you in advance.

Dear kokaxeilis,

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, a high volume of withdrawal requests, or other external factors. 

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 game history has been successfully 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

Thank you very much for your immediate intervention I will happily wait for a good result because it is a shame that such a company causes disappointment to its players.

It is unacceptable, the company which shouts that you do not need to provide identification asks me, in addition to all other documents, for a card that had a deposit of €19 on the 4th of 2021. If possible, I explain to them that this card no longer exists, it has expired and in I no longer have an account with this bank and the gentlemen keep making fun of me and telling me that I have to send the card to them

Now the debauchery has reached its height

Thank you for your replies.

Could you please specify if you sent any personal documents for verification to this casino before?

How many deposits did you make with the card from 2021 that the casino wants you to verify?

Have all the other payment methods you used for depositing to this casino been verified?

In the past I don't remember... Now I have sent them all the supporting documents they asked for and the 2021 ones they wanted .. despite that. I'm still on hold

Thank you for informing me. Has the casino verified the documents you recently sent them? What is the current status of your verification and payment?