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Dear YvvasEed,

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

Dear Karla,

Thank you for your response.

This is not a standard withdrawal delay case.

The withdrawal is not pending for processing — it was declined due to mandatory account verification. The casino has confirmed in writing that:

• Account closure is allowed

• Deposits that were wagered will not be refunded

• Any remaining balance cannot be withdrawn without verification

They have also confirmed that the withdrawal was already reviewed by their "Relevant Team," and verification is required before any funds can be processed.

This means the funds are not simply delayed — they are inaccessible unless I complete verification.

Additionally, a support agent previously unlocked the wallet and allowed a withdrawal request to be submitted. The system accepted the request and generated trace IDs, but it was later reversed due to verification.

So this is not about waiting 14 days for processing — the casino has formally refused to process the withdrawal without ID and has denied refund of deposits.

For that reason, I am requesting review of the procedural inconsistency and the fact that funds are being held without alternative resolution.

Thank you for your time and assistance.

Now they are asking for bank statement, and electricity bills ... This is a red flag for my information being skimmed... Why would they need all that ?

Dear YvvasEed,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear YvvasEed,

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,
Karla
Casino.Guru