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VIP Account - Withdrawal of €1,500 pending since Friday due to "technical issues"

Hello,

I am writing to submit a formal complaint against Betandplay Casino regarding a pending withdrawal of €1,500.

My account is fully verified (KYC approved) and I hold a VIP status at the casino. I requested my payout on Friday. Since then, the withdrawal has been stuck in "pending" status.

When trying to resolve this, I noticed that the Live Chat on the website has been completely offline since Friday. My personal VIP manager is currently on vacation, and their substitute via Telegram only keeps stalling me, claiming that "some systems are currently restricted" and that they are experiencing "technical difficulties" for several days now. Emails to the support team remain completely unanswered.

As a fully verified VIP player, a delay of several days with a completely disabled live support and no official corporate response is unacceptable. I suspect these "technical issues" are being used as a stalling tactic.

I request Betandplay Casino to process my withdrawal of €1,500 manually and transfer the funds immediately.

Thank you for your assistance in resolving this matter.

Important notice:

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Stay safe.

Dear Selinagerster,

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

Because I have VIP status, the payout was always processed on the same day, usually within a few minutes to a few hours.

Da ich VIP Status haben wurde die Auszahlung immer am selbe. Tag vorgenommen . Meistens innerhalb von wenigen Minuten bis Stunden .