The player from Finland has requested a withdrawal one week prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.
After trying to withdraw 200e for a week, every withdrawal request is canceled and the answer from customer service is that we have problems with payment services, then they say try a different withdrawal method. Tried everything and nothing works. Customer service incredibly slow
Dear Zebt,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela