Surge Casino - Pelaajan nosto on viivästynyt.

Hello, I had a win on Surge casino and have tried to withdraw my $$ on the 31st of August. It says rejected and that the compliance team are performing bet checks. I have emailed them a few days ago and have gotten the same response - compliance team are performing bet checks.

I have sent another email asking how long the bet checks will take and an ETA of when the winnings, but have received no response.

Has this happened to anyone? And if so, did the issue get resolved and did you get your funds?

this was my first time playing surge so is my first withdrawal. I’ve uploaded all the documents for ID verification etc and it says it’s been passed.

I appreciate the help,

many thanks!

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Dear kieffy13,

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’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Thank you very much in advance for your reply.