The player from United Kingdom has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Withdrawal made of £300 stating will take 21 days despite being KYC registered.
Not a lot of transactions made so should be easy enough to verify, feel like they are delaying Withdrawal
Dear Biggie2020,
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
Hi,
I have not received my withdrawal yet from the casino yet, I contacted them today, but they are still saying that it is in the processing process.
Thank you for your reply, Biggie2020. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.