Papaya Wins Casino - Player’s winnings haven’t been received yet.

I requested the withdrawal at night, then the next morning was rejected, I asked why, they say they have to look into my gaming activity as they believe I have used software to gain the winnings which I definitely have not. And the review will take 75 days to complete

Dear Sim3251,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sim3251,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, no I played on and lost the stated amount, they are still looking into my play as stated above by saying they believe I have used software which I certainly have not, nd my account is still restricted so can’t make any withdrawals until the investigation is finished ( up to 75 days) as you can imagine I am quite angry with this and will not be playing here again even with an apology

Dear Sim3251,

I’m sorry to hear about the loss of your balance. Given your experience, I’d recommend refraining from further play at this particular casino. You might consider exploring other online casinos that could better meet your needs—our list of recommended casinos is available here: Top Online Casinos.

As the balance is now lost, the initial issue is no longer relevant, and we will proceed to close the complaint.

Thank you for your understanding, and please don’t hesitate to reach out if you need further assistance.

Best regards,

Nick