Kenokz Casino - Player’s experiencing difficulties withdrawing their winnings.

I HAVE BEEN PLAYING ON KENOKZ FOR A COUPLE WEEKS NOW, MAKING MANY DEPOSITS TOTALING EXACTLY $228.88 IN BITCOIN. ALL MY DEPOSITS HAVE BEEN MADE WITH BTC.....

.......THE CASINO GENEROUSLY PROVIDES A VERY APPEALING 25% CASH BACK THAT IS APPLIED TO A PLAYERS ACCOUNT ON FRIDAY'S. ON FRIDAY I LOGGED IN TO TAKE ADVANTAGE OF THIS OPPORTUNITY. TO MY SURPRISE I MANAGED TO SCORE AN 8 OUT OF 10 PLAYING KENO AND WAS VERY HAPPY. I CONTINUED PLAYING FOR AWHILE AND DECIDED TO MAKE 2 WITHDRAWS.....

........THE FIRST WITHDRAW WAS FOR $80.00 USD USING THE CRYPTO WITHDRAW OPTION TO MY EDGE WALLET. SHORTLY AFTER I REQUESTED A 2ND WITHDRAW OF $150.00 USD USIING THE SAME METHOD. WITHIN ABOUT 30 MINS OR LESS THE $80.00 WITHDRAW WAS IN MY EDGE WALLET. I ACTUALLY MADE MORE DEPOSITS THROUGHOUT THE DAY TO CONTINUE PLAYING ON THE CASINO. THE PROBLEM THAT I'M HAVING IS THAT THE 2ND WITHDRAW OF $150.00 USD IS STILL "PROCESSING" AND I'VE CONTACTED SUPPORT SEVERAL TIMES AND ALTHOUGH THEY DO RESPOND THEY ARE NOT HELPFUL AT ALL IN HELPING ME TO HAVE AN UNDERSTANDING AS TO WHAT IS GOING ON OR WHEN I CAN EXPECT TO SEE THIS TRANSACTION FINALLY GO THROUGH...

...I'M VERY UPSET AND JUST DISSAPOINTED. I REALIZE ITS ONLY BEEN A FULL 24 HOURS AT THIS POINT BUT GIVEN THEIR CASINO FAQ'S POLICY STATING THAT THEIR WITHDRAWS ARE 'AUTOMATIC' AND SHOULD BE 'INSTANT' AND I'M JUST REALLY WORRIED AT THIS POINT AND I CAN'T EVEN CONTINUE TO DEPOSIT OR PLAY AT THIS CASINO NOW BECAUSE MY CONFIDENCE IN THEM HAS CAME TO A SCREAMING HALT. I'M JUST REALLY HOPING THEY DECIDE TO LET MY WITHDRAW GO THROUGH SO THAT I CAN CONTINUE PLAYING ON THEIR CASINO AND RESTORE MY CONFIDENCE IN THEM AS A FUN GAMING PLATFORM I HOPE THAT THEY ARE. AT THIS MOMENT, THEIR SUPPORT IS "OFFLINE" AND ALL I CAN DO IS SIT AND HOPE THEY CONSIDER DOING THE RIGHT THING. I HATE TO BE THAT CUSTOMER TO MAKE A COMPLAINT BUT I THINK ITS IMPORTANT FOR OTHER PLAYERS TO BE AWARE BEFORE MAKING DEPOSITS ON THIS SITE. ONCE THEY HONOR THE WITHDRAW I'LL BE HAPPY TO CLOSE THIS COMPLAINT AND LET EVERYONE KNOW THAT THEY DID THE RIGHT THING. I WOULD BE VERY GREATFUL. GOD BLESS

Dear PROMOTIFEX,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply.

Best regards,

Petronela

Hello PROMOTIFEX,

Have there been any developments since our last conversation, please? 

Dear PROMOTIFEX,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.