FireKeepers Casino MI - Player’s withdrawal has been delayed.

I placed a withdrawal on 9/24/2024 and I have not received my payment yet I have reached out to them cause I see they wanted me to upload the last four numbers of two debit cards I used in the past however I no longer have those cards in my possession I reached out to chime who I bank with to see if there was away they could help me they stated they don’t keep card numbers on file once they have been canceled only thing they could do is send me my bank statement which will have the dates I made deposits on the site they are giving me the run around about my money I work to hard to just let people take my money if there is any way you can help me please do so I can close my account with this site this is not fair at all they should ask for this information upon depositing if that’s the case cause within the months of not being on the site the debit cards that we’re used can get lost stolen like mines were to prevent this hassle of getting your winnings

Dear TamikaB,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear TamikaB,

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 TamikaB,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.