Everygame Casino Red - Player believes that their withdrawal has been delayed.

So I deposited with Bitcoin my account's been verified since 2020 I won some money and on the 27th of April I put in a request to withdraw it I contacted them again today and they said 48 hours before they even look at it and then another 48 hours before it will be processed even though I didn't use a bonus or anything like that.

Dear Samibabi333,

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

My account is verified, they said it wasn't. So I resent everything needed. I got an email saying to resend because they can't read it. It's bullshit, you can read everything perfectly. It's just another excuse to delay my winning another 5 days. I was verified in this casino since 2020, when it was intertops. Used to withdraw from them all the time and never had a problem. My friend had the same problem warned me. I should of listened. I deposited my money no bonus no nada so I should be able to withdraw no problem. Bovada, ignition, 7bit, bitstarz no problem no questions asked in my crypto wallet in less than 2 hours.

So I put in my withdrawal request on the 27th of April the money should have been in my account today and it's not now they have some kind of a b******* ass excuse. It's because of the Bitcoin is why it's not in my account so because the fees for Bitcoin are high they're just going to hold my money until it goes down that's not fair I asked them if I could give another cryptocurrency address instead of Bitcoin and they said if I did that it would take another 4 days for the withdrawal I'm pissed this is b*******

So I just got off of chat with faith from Everygame and she told me that at first I didn't make my request til the 4th of may, but when I had the proof that she was incorrect, and pointed out that even if that were true it's been sufficient amount of time according to their policy the money should of been in my account either way, she then said that she sees that it's supposed to be processed within 24 hours but because of high volume traffic they aren't able to use the bitcoin network and it's beyond their control. So I asked to speak with a manager or owner or someone and of course not one was available at the moment. I even offered to pay the network fee if they would just send me my money.. I have screen shots of all conversations also

Thank you for your reply, Samibabi333. Could you please advise when exactly you made your last successful withdrawal? Did you use the same withdrawal method in the past? Also, could you please post here a screenshot of your withdrawal history?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

Well, no I can't. Because they were intertops the last time I withdrew. So to awnser your question, I've never had a successful withdraw since they've been Everygame. To be honest neither have any of my friends.. They take so long everyone puts it back waiting..

I got an email today from them I copied it:

Re: Everygame - Bitcoin Payment Requested

payments@everygame.eu

To:

SAMANTHA S***

Wed 5/10/2023 7:01 AM

Dear Samantha,

Thank you for your email

We have received a notification from our Service Provider that they are unable to process Bitcoin withdrawals at this time due to network congestion, and as a result of this your pending withdrawal has been canceled.

Please accept our sincerest apologies for any inconvenience as this situation is out of our control.

At your earliest convenience, please re-submit a new withdrawal via an alternative method such as Check by Courier or Bank Wire Transfer.

We appreciate your patience and understanding on this matter. 

Best Regards,

Jade

Everygame Financial Services

https://account.everygame.eu/en/sports/Cashier/Support

So now I have to wait another 4 days for them to even look at my withdraw request then another 4 days for them to process it, then another excuse as to why they canceled it!

Thank you very much, Samibabi333, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Samibabi333,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands." We are aware that recently there really were network congestions with Bitcoin transactions (some information about this can be found here https://www.cnbc.com/2023/05/08/bitcoin-slides-after-network-congestion-leads-binance-to-briefly-halt-withdrawals-.html) and even the transaction fees were unusually high, as you can see here...

so the email you received from Everygame Financial Services was justified. However, the situation has slowly returned to "normal", so the casino should be able to send you your winnings.

We would like to invite Everygame Casino Red to join the conversation.

Dear Everygame Casino Red,

We are aware that for the past days or weeks, there were network congestions with Bitcoin transactions as well as the transaction fees were much higher than usual, however, it looks like the situation has come back to "normal" so are you able to process the player's withdrawal now?

Hi there, thank you forgetting in touch.

we apologise for the delay. Unfortunately this issue is out of our hands, but we have been working to get everything back up and running as quickly as possible. The matter should be resolved and we invite any players waiting to cash out via the cashier.

Thank you for the response, Everygame Casino Red.

Dear Samibabi333,

As per the casino response, please try to submit a new withdrawal, hopefully, it will be processed successfully.

Keep me updated on how it's going.

Dear Samibabi333,

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.

Dear Samibabi333,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this, we are, unfortunately, forced to reject this player complaint.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

We are here to help.

Best regards,

Michal