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The casino applies a withdrawal limit of €2,000. At the time of my request, my account balance exceeded this amount and I intended to withdraw more than €2,000. However, due to this limit, only part of the balance can be withdrawn per request.

This situation forces me to wait more than 36 hours for the withdrawal to even be initiated before I am able to submit a new withdrawal request. The casino does not allow players to request another withdrawal while one is still pending. As a result, access to my remaining funds is effectively blocked for an extended and undefined period.

No clear information was provided in advance about how long withdrawals take to be processed or initiated under these circumstances. The delay is unreasonable, especially considering that no verification issues or player actions are outstanding.

This practice raises serious concerns, as it places the player in a position where the remaining balance is left in the account for a prolonged period, potentially encouraging further play during the waiting time.

I believe this setup is unfair and not in line with transparent and responsible casino practices. I am therefore requesting your assistance in reviewing this case and helping ensure that my funds are made available without further unnecessary delay.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of CandyBet Casino, and this is what I found:

7. WITHDRAWAL POLICY

7.1 The minimal amount for withdrawal is €100 or an equivalent. There are no restrictions on the maximum withdrawal.

• Have you made any successful withdrawals from this casino before?
• Have you contacted the casino customer support to ask about the withdrawal limits and the time necessary for processing your withdrawal request?
• Have you passed the full KYC verification?

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

Dear Fiamedknuff,

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.

Hello.

We would like to clarify that the casino does not apply any daily or overall withdrawal limits to player accounts. There is no policy restricting the total amount a player can withdraw in a day.

What can affect a withdrawal, however, are payment provider compliance requirements. Withdrawals above €2,000 in a single transaction may automatically trigger enhanced KYC checks from the payment provider. These checks can include requests for additional documentation such as:

• Source of funds for all deposits
• Proof of address (utility bill)
• Extended document verification for ID/passport

These procedures are imposed by external payment partners and are part of standard AML (Anti-Money Laundering) compliance, not an internal casino restriction.

For this reason, we recommend submitting withdrawals in €2,000 increments, as this allows players to receive their funds faster and without triggering unnecessary enhanced verification.

For example, a balance of €10,000 can be successfully withdrawn on the same day via five separate €2,000 withdrawals.

It is also important to note that enhanced KYC is typically applied to high-risk or high-volume cases (e.g. top VIP activity or unusually large transaction patterns). Based on the player’s deposit and activity history in this case, there is no requirement for enhanced KYC, and therefore the balance can be withdrawn smoothly using split withdrawals.

There are:

• No daily withdrawal limits
• No intention to delay access to funds
• No attempt to encourage continued play during processing

Our priority is always to ensure fast, compliant, and transparent payments. We remain fully available to assist the player in completing the withdrawal process as efficiently as possible.

-The CandyBet Team

Thank you for the clarification.

However, I need to point out that this explanation does not align with my actual experience.

During my first withdrawal attempt, I waited more than 48 hours while the withdrawal status remained unchanged as "processing" for the entire duration. There were no requests for additional documentation, no KYC prompts, and no communication indicating that payment-provider checks were in progress. The withdrawal simply remained stuck without any progress or transparency.

I have now made a new withdrawal attempt, splitting the amount into three withdrawals of 20,000 SEK each.

The issue is that in order to withdraw my full balance of 60,000 SEK, I am forced to divide it into three separate transactions, and it is not reasonable or acceptable to wait 48+ hours for each individual withdrawal to be processed. This would result in an excessive and unjustified delay in accessing my own funds.

While you state that:

There are no daily withdrawal limits

There is no intention to delay access to funds

There is no attempt to encourage continued play

The practical outcome contradicts this, as long processing times combined with mandatory split withdrawals effectively delay full access to winnings.

If withdrawals under the stated thresholds truly do not require enhanced KYC and are not subject to internal restrictions, then these withdrawals should be processed promptly and within a reasonable timeframe, not remain in "processing" status for days without explanation.

I expect clear confirmation that:

Each of the current 20,000 SEK withdrawals will be processed without unnecessary delay, and

I will not be required to wait 48+ hours per transaction to receive my full balance.

I look forward to a transparent and timely resolution.

Hi Veronika,

Thank you for your questions. Please see my answers and explanation below.

• Have you made any successful withdrawals from this casino before?

No, I have not been able to complete any successful withdrawals.

My first withdrawal attempt was for 37,000 SEK, but I was limited to a maximum withdrawal of 20,000 SEK (see attached image showing this limitation). For this first request, I waited more than 50 hours, during which the status remained pending/processing. Since a withdrawal is pending, it is not possible to request another withdrawal at the same time. My expectation was that the 20,000 SEK withdrawal would be processed quickly so I could initiate the withdrawal of the remaining 17,000 SEK, but this did not happen.

After 24 hours, a support manager informed me that they would try to speed up my case. When more than another 24 hours passed without any progress, I eventually gave up and cancelled the withdrawal after waiting over 50 hours.

I later made another withdrawal attempt for a smaller amount (approximately 12,000–17,000 SEK) after a win. Once again, I waited almost 24 hours with no progress and then gave up.

As a result, none of my withdrawal attempts have been finalized, solely due to the excessive processing times.

• Have you contacted the casino customer support regarding withdrawal limits and processing time?

Yes. I was informed about the maximum withdrawal limit of 20,000 SEK, and I was also told that the withdrawal would be processed, but in practice the requests remained pending for an unreasonably long time without updates.

• Have you passed the full KYC verification?

Yes. I submitted all required KYC documents and was fully verified and approved during my first days at the casino. I did this specifically to avoid any issues or delays when requesting withdrawals later.

I am now making a new attempt to withdraw a total of 60,000 SEK, but due to the 20,000 SEK maximum per withdrawal, I am forced to split this into three separate withdrawals. It has now been one hour, and the first withdrawal has still not been processed. Given my previous experiences, I am very concerned that each withdrawal could take 50+ hours, which would mean that withdrawing my full balance could take many days.

This is the core issue I am reporting.

Dear CandyBet.eu Casino Representative,

Thank you for reaching out to us and explaining the withdrawal process in more detail.

Dear Fiamedknuff,

Could you please let me know how many withdrawal requests are currently pending on your account? If possible, kindly send me a screenshot of your transaction history showing the most recent withdrawal requests.

Additionally, I strongly recommend that you do not cancel any pending withdrawal requests. Playing with the balance involves a risk of losing the funds, and if the balance is spent during gameplay, we would unfortunately no longer be able to assist you with recovering it.

Thank you for your cooperation, and I look forward to your reply.

Dear Fiamedknuff,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru