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I requested a payout and it's going on 12 days ..it was approved by manager as a to be paid .this is the longest I've ever waited for a withdrawal thus far! I know your advice states it's a long process for this casino and I guess I should've researched this before hand but would you know a time frame others were waiting for "long withdrawal"?

Dear Theresa092377,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Theresa092377,

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.

I am so upset! This casino sent me email to claim a bonus code to receive free spins. I did so I ended up meeting all requirements for the free spins and could withdrawal up to 500. After starting process it said it would take 7 or more to approve it ..waited the 7 it finally said processed on my transaction with approved by the transaction..it was 7 or more days you need wait to get paid from that point..I spoke to someone during these waiting days and was told it was good claim and would be getting money ..after waiting the entire time frame I reached out to the casino by chat and was told oh no it's denied due to I had played a free chip months prior to that particular free spins..which ok I understand the rules not supposed to pay 2 consecutive free chips ..but when you put in the code if that applies it will deny you code..This was NOT THE CASE!! It allowed me to claim the code that was sent by email to me! The casino sent another code for my birthday which was denied due to it being consecutive from those free spins ..this is my issue I win with a code they sent to me by email and when I win they deny it! I believe this is very DECEIVING action from casino! I HAVE deposited A LOT over 2 years time and have NEVER actually made withdrawal..my first withdrawal after thousands of dollars and they show it was manager approved

This is same casino but my complaint has changed for the reason I stated above

That's sketchy to show on file it was manager approved for withdrawal but yet in reality it was not!

Also very very misleading nowhere on the email they sent does it say NOT to cla the code if I had already claimed free chip or spins prior to that code they sent by email! I feel this casino robbing people of their money because when you go to actually withdraw they find a reason to deny it! I told the casino they didn't have a high rating as far as trusting to start..due to their time frame of payments and some not getting paid at all. He informed me that was untrue they always pay. I'm thinking some are like me and see it was manager approved on their transaction history but like I said in reality that isn't the case! They also sent me an email saying congratulations on your win ..but I NEVER received an email stating I wasn't getting the money or the claim was denied only congratulations on your win to read terms and conditions to find out the time frame..their time frame states 5 to 7 days .. doesn't state 5 -7 just for approval...it's 5-7 for it to be approved or denied then 5-7 to get payment! This casino sketchy all the way AROUND!!

Also in the terms it doesn't state if this was a consecutive free play that it would be denied! I only received email saying congratulations nothing else .and again it stated on my transaction history manager approved!

So to me and whomever else it appears to have been a valid withdrawal! Sorry for so many different comments..my phone kept submitting each one before I was finished..

Thank you for your reply, Theresa092377. I checked the T&Cs and I found this:

"17. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip."

I am sorry but the casino has the right to confiscate your winnings if you activated multiple free chips in a row without making a deposit in between. Casinos rarely have this enforced on a software level, therefore we cannot penalize them as long as such rules are stated in the terms. I can only recommend that you always read the bonus T&Cs thoroughly to avoid situations like this in the future.

Please, let me know if there is something else I could help you with or if I have overlooked something, otherwise, I will be forced to close this complaint.

Thank you for your understanding.

Dear Theresa092377,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.