Casombie Casino - Player's withdrawal has been delayed.

I'm being mucked around about the timeframe of a withdrawal. I put it through at 2.34am 4 Oct 2023 and the as told on more than one occasion it would be (and was being) processed within 24 hours. The option to add my documents etc it closed (no doubt this will cause an even bigger delay. It's now been 35 hours and the problem I have with this is my welcome bonus included 200 free spins 20 spins for 10 days. I cannot get these free spins with a withdrawal pending. After asking customer service several times will I get these they can't look at my account with a pending withdrawal. I was told this last time withdrawal gonna take yet another 24 hours. After seeing these reviews from customer I am worried it will be weeks by then all the free spins will be expired. Why do casinos always use tactics to delay withdrawal but will snap your money up in a second it's just bad form.

Dear HelzOT,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear HelzOT,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.