Palm.Casino - Withdrawal of player's winnings has been delayed.

The casino have requested old card deposit bank statment confromation. I have approached the bank and they are unable to provide pdf copy however have submitted a paper copy via post to me wich i have sent to the casino highlighted the transactions and card ending digits wich specifically shows them and proof that they are all my cards. As its under a vlosed account.

Reply from the casino as follows:

As we deal with various payment providers, we provide the bank statement to our finance department in order to locate a successful transaction made to your casino account as we just have for the card ending in 9797.

In this case, you may provide us with bank statements for the cards ending in 2455 and 5867 to be able to proceed with the verification of your proof of deposits.

Hello Laura,

I hope you are doing well.

Thank you for getting back to us.

Kindly note that we cannot verify documents with scans or screenshots.

If you like to verify your cards by providing transactions we will need a bank statement in a PDF file. One statement for a card ending in 5867 and another statement for a card ending in 2455.

You should be able to download statements from your mobile banking or request them from your bank direct

Best Regards,

KYC Department

I have requested from my bank direct and only able to obtain posted year copy of all account transactions

Any help in obtaining my money would be fantastic

I am dealing with them via email correspondence and wondering if I could cc you in to the email ongoing.

If you could provide an email this will then give you access to all documemts sent to the casino.

Many thanks

Dear Bbsugar23,

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,
Complaints Resolution Center

Thank you for your reply I have now obtained pdf bank statements and all.documemts have been received to the casino. I do hope they comply and deal with my request. When I get further correspondence I will update. The totally withdrawal is $12200

Dear Bbsugar23,

Have you received your withdrawal from the casino yet?

Dear Bbsugar23,

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.