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I won £3800 however soon realised the first hurdle they had a £2000 weekly cap on withdrawals and I’d already withdrew £100 so proceeded to use the £1900 extra and lost and withdrew the remaining £1900.

The first withdrawal took around 8-10 days as it included verification and multiple hurdles which I managed to solve including to roll my deposit once.

I have literally done the exact same thing with these free no wagering spins and have definitely rolled my deposit as I lost nearly £1900.

there is nothing to delay this withdrawal other than it’s higher value as verification is already complete.

Ive been told they are very busy taking time to go through withdrawal was promised end of week last week for email and then promised withdrawal on Monday 28th July. I’ve emailed manager, support, Finance and marketing and no response or forward movement or escalation process.

not sure what to do now.

Ive even been sure not to apply any bonus or anything.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your withdrawal.

To better understand your situation and assist you in resolving this matter, could you please provide us with more information by answering the following questions?

• Have you been provided with a specific reason for the delay in processing your withdrawal?
• Have you selected the same payment method for this withdrawal request as you successfully used in the past?
• When was the last time the casino communicated with you regarding the delay in processing your payment?
• How much money did you send into this casino in your most recent deposit? Am I correct in understanding that you did not activate a bonus with this deposit, and that the deposited amount is fully wagered?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi

Have you been provided with a specific reason for the delay in processing your withdrawal?

No reason other than live chat stating that the finance team are busy dealing with it in order. No resolution date no timeline or estimation just told ‘Don’t Worry’

Have you selected the same payment method for this withdrawal request as you successfully used in the past?

Yes via bank account which they have already transferred £100 after approval of my documents (Took 10 days)

When was the last time the casino communicated with you regarding the delay in processing your payment?

They haven’t contacted me at all I have initiated multiple live chats daily after the 5 working days and have continued to follow up daily via email to finance and customer service the only actual response I got was from customer service a week ago.

How much money did you send into this casino in your most recent deposit? 2 x £20

Am I correct in understanding that you did not activate a bonus with this deposit, and that the deposited amount is fully wagered?

I deposited after my withdrawal when I was on chat someone said we’d like to offer no wager free spins for a deposit which I took. However at no point was this money classed as bonus money and I did not win the large sum within the free spins either. This was the process I had with my first withdrawal.

The situation is exactly the same as my initial withdrawal a no wager free spins bonus but this time it’s delayed substantially and my guess is it’s because it’s a larger amount. I won £3800 on a slot win and wanted to withdraw it all but live support said I couldn’t and max was £1900 so I withdrew that and continued to play my remaining balance to £0.

Now after over 2 weeks they have just cancelled my withdrawal saying that I now need to submit new KYC me holding a passport and a printed utility bill.

Despite KYC being verified before and £100 withdrawal being made.

These are clearly massive red flags and delay tactics.

I will now resend the required documents but I’m not holding out much hope based on other people’s reviews with KYC

The casino have now accepted the newest KYC documents after submitting yesterday. I have now submitted a new withdrawal and awaiting confirmation of this.

Thank you for keeping me updated. Has your new withdrawal request been processed by the casino in the meantime? What is its current status?

Hi

Unfortunately no movement.

New request was made on Thursday

so based on there T&CS they should process it by Thursday at the latest.

However the last request was 10 working days and they cancelled the withdrawal and requested KYC again despite being already verified.

Live chat just keep saying ‘ Don’t worry processed soon’

The only positive is that they approved the new KYC so im hoping that its enough to process it now.

Today marks the 5th business day of the newest withdrawal. 6 if you include the day I withdrew.

based on live chat support today would be the final day of the withdrawal period shown on the t and cs.

This is however the second withdrawal request as the casino have delayed and canceled my initial withdrawal form the 17th to ‘re-verify’ the same KYC documents.

Please keep in mind that we usually recommend players wait up to 14 days for their withdrawal requests to be processed and paid out. This delay may be caused by several factors, such as the verification of your identity or gameplay, or external issues on the payment provider's side.

The majority of delayed payments are resolved within this 2-week timeframe. If you do not receive your withdrawal by August 14, please let me know, and we will continue with the investigation.

Thank you for your understanding.

Hi Veronika

If you include the initial withdrawal that they cancelled and requested reverification for no reason other than to delay then this would be 16 working days from 17th July.

It has only been 5 days since the new request on 31st purely because of delays caused by the casino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear dlm1986,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika