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I requested a cash out after playing normally through the casino. Nothing was unusual, I deposited multiple times then accumulated 600AUD of wins through multiple games. I requested the cash out a week ago and have never waited this long. I have been a customer for years. I had no explanation every time I queried with support. They told me the finance department was checking it. Last night my vip manager told me that they are verifying with the game provider and that was the reason for the delay and I had to be patient and wait. I am now not getting responses and I have another 400AUD withdrawal being held so 1000AUD total. Am I expected to wait for weeks? I just want my money and to close the account as im tired of the lack of support and stress

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Dear darkstorm84,

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

I have been verified for years and cashed out many many times with no wait time more than 48 hours but now they are saying the game provider has to verify it like they are going to try and keep my money and they keep ignoring my requests for help