The player from United Kingdom has requested withdrawal a week ago. It has been pending since. We rejected the complaint because the player didn't respond to our messages and questions.
I have played at this casino for a while now and as a whole the site is good and the games are decent. This is my first attempt at withdrawal and my verification documents have been KYC cleared for weeks. I have contacted them several times and I am still awaiting my winnings despite waiting a week to still have my withdrawal pending. The only response I get is "we know about your withdrawal we will try and get the money to you as soon as possible" highly frustrating as I have been a loyal customer.
Dear Ryan,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside the account without being processed? Which payment method you have opted for?
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, especially if it’s your first withdrawal. 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, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela