The player from Ireland had requested a withdrawal less than two weeks prior to submitting his complaint. His money hadn't been received yet. We had advised him that withdrawals could take up to 14 days to process due to KYC verifications or a high volume of withdrawal requests. After providing a significant amount of documentation, the player had confirmed receipt of his payout. The issue had been successfully resolved and the complaint was now closed.
No Bonus Casino - Player believes that their withdrawal has been delayed.
Amount: €3,170
No Bonus Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
An absolute avalanche of documentation being requested which is above and beyond what is necessary . Sent a transaction summary for credit card as no statement available, advised need statement so now must wait till 5th of June and then see what other obstacles will be place in path. Cannot play at casino as pointless as only one withdrawal allowed
Any help appreciated jon.
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5 months ago
Dear ynoth99,
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
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5 months ago
Hi there thank you again for your help. ye definitely get things moving. It was paid out today after a huge amount of documentation. you can kindly close now please
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5 months ago
Dear ynoth99,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
