Casinoways - Player faces delayed withdrawal process.

I made my first withdrawal request on December 2, 2024. The casino chat informed me that the submitted documents were approved, allowing me to proceed with the withdrawal request. After making the request, a few days passed, and I received a message from the casino stating that my request was denied, and they needed additional documents. I asked via chat where I could send the necessary documents, and they said I would be contacted via email. Since then, I haven't heard anything from the casino for over a week.

Dear imbahimovic,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which additional documents you were asked to provide?

Have you tried contacting the casino customer support via email regarding the additional verification?

When was the last time you communicated with customer support and what was the nature of your conversation?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.