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Support has come up with every excuse to delay the withdrawal, and even made up a few requirements to get past KYC approval, but after calling them out they said it was passed KYC and pending withdrwawl. That was 3 weeks ago and support just lies and says they are looking into it. I regret using this site and would tell everyone else to STAY AWAT

Dear Nick,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good day,

It is a Bitcoin method used for withdrawal and I have been informed I am through the KYC approval process and its been three weeks of them telling me someone will contact me and its the highest priority. I spoke with Carter, my Account manager, 3 weeks ago for 2 hours and had him walk me through the exact process so there wouldnot be additional delays or excuses. No contacts, no approvals, and the same horrible level of support. It may be my account or the casino asa whole, which is more likely being that I provided what I feel is way too much personal information to KYC approved. That is the lengthy process, once that is done, it shouldn't be another 3 weeks while they make up excuses. I was told I needed to have embossed credit cards and fill our the KYC sheet in pen for everything, not just signature. After pushing back and stating I read their T&C's through and through and there was no mention of either requirement. They eventually agreed but are holding my payment hostage it seems. I can not fathom another reason. I regret using this site.

I was finally contacted today and was told it should be completed. Total wait was 6 weeks for withdrawal.

Alright then. Thank you very much, Nick, for the update. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Hello Nick,

Have there been any developments since our last conversation?

Yes, I was told after another week of delay, bitcoin was having issues and they had to credit my account by reversing past credit card charges.... Very strange.

Now, I am trying to redeposit since yesterday, and having issues, I have confirmed all my banks are fine and its on their side, but their support is not providing any help, nor responding to my emails.

I want to feel better about this site, but it is really horrible support.

I'm sorry but I don't understand if you have received your winnings already. Could you please elaborate?

The site is very shady. My bitcoin deposit, after a week of being told it would go through with no issues, was canceled and changed to a credit back on credit cards which I made deposits. VERY STRANGE! So I think I have received the withdrawal, but honestly , still trying to trace the total credits.

I am now not able to deposit and they removed my option to deposit bitcoin all together. I have been asking for support for a week and they state everything is fine, although my banks are not even seeing their transactions coming through, making it obviously an issue on there side.

Thank you very much, Nick, for the update. Do I understand correctly that your problem has been resolved?

You have received your winnings as a credit back on credit cards but experiencing difficulties depositing funds into your account, correct?

Yes, that is correct, everything has been difficult and continues to be.

I’m sorry, but if you have received all your winnings, I would maybe suggest looking for a different casino that wouldn’t cause such headache.

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Please let me know if there’s anything else we could try to help you with. Thank you in advance.

Great idea!!!

Thank you very much, Nick, for your reply. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint since you won’t be using their services anymore, or there’s anything else we could try to help you with?

Dear Nick,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I honestly do not know, the way it was handled is hard to track. I will not be using that site for any more deposits.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.