Paddy Power Casino - Withdrawal of player's winnings has been delayed.

OK so I won long after using a free bet. I was gambling on the goonies hey you guys slot. I was awarded a bonus round and won 63 euros betting 1 euro per spin and gaining a bonus. I complained over a week ago because the game did not credit the amount to my balance. I provided what they asked for when I complained, have had no update since. Been told I just have to wait and they are waiting on the game provider. As I see it the contract is between me and betfair (paddy power in Spain) and I shouldn't have to wait for the provider. I simply want them to reimburse me or at least tell me how long the process will take but being studiously ignored by email and chat just tells me to wait

Dear Janelee,

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

This is an account I have been using for years the withdrawl isn't the issue. They are instant. It's the fact the money was never credited to my account after the win. I can't withdraw what isn't there. Plesse read my complaint again, you have entirely misunderstood the problem

Is someone looking at this?

This happened again last night. 195 euros this time not credited to my account from a win

I have screenshot evidence to back this up of all three incidents and the site is refusing to speak to me and telling me the provider isn't answering them. I have spoken to the provider direct and they say betfair has not contacted them

It's now 15 days since I made the first complaint to them and zero response. Total amount outstanding now 306 euros

Dear Janelee,

Have you received your withdrawal from the casino yet?

No it's not even been credited to my account and now stands at 306 euros. It's not a withdrawl issue. The winnings were never credited to my account

These are screenshots of the winning rounds that didn't credit

Dear Janelee,

Is the bet visible in your betting history (you can also forward the history to nikolas.b@casino.guru for further review - please also mark when did the bet was supposed to happen)? Unfortunately, such screenshots can't be considered as relevant evidence. Also the issue is in most cases caused on the player's side by internet connection. Basically, the betting history is the only relevant and if the bet is not visible there, it is considered that it did not happen.

They have settled the first two but not third for 195

I don't understand what you mean, the betting history would be a negative. Ie it isn't there in terms of a transaction because it wasn't paid out

This shows my transaction history directly before and after the win took at 23.14.21. You can see it wasn't credited

Also on the first two that they have settled they asked for the history screenshots and said the transaction history wasn't relevant....

Hello Janelee,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Sorted it myself. Thanks for your time

Dear Janelee,

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,

Casino.Guru