The player from Illinois had requested a withdrawal but didn't receive her winnings. After she submitted her complaint, the Complaints Team had advised patience, indicating that delays might have been due to KYC verification or a high volume of withdrawal requests. They had suggested waiting at least 14 days after the withdrawal request before submitting a complaint. The player later confirmed that she had received her withdrawal. The Complaints Team then marked the issue as resolved.
Decode Casino - Player’s withdrawal has been delayed.
Amount: $200
Decode Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.0
Decode Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Wanted to make a withdraw after i played my playthrough balance and after getting the email that all my documents were verified. I got an email saying I needed a pic of me holding my ID. No problem so I sent it. And on that email they said it would be processed after sending it. Then one of the ppl on live chat told me it was in the last stages and would be available at 7 and I still sit here with no withdraw. Not fair and very unprofessional.
Public
Public
7 months ago
Dear alysheets8322,
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
Public
Public
7 months ago
Dear alysheets8322,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
