PlaYouWin Casino - Player's withdrawal is delayed.

Hello,

I am having many issues with the withdrawals in this casino.

To shortly explain the situation: My account is verified and I managed to make some small withdrawals last week. This week I was very lucky and won 2951 EUR which I decided to withdraw.

Withdrawal timing is different everywhere on the site, some places say it is up to 24 hours, other up tp 48 hours and others up to 72 hours.

I have contacted Live chat after 24, 48 and 72 hours (72 hours were today). They always give different time frames, tells me to contact their financial department by email (which I did, no response). They ask me to wait, because they claim that it depends on how busy the department is, what is the amount etc.

The way I see it, they clearly avoid paying the bigger winning. Terms and Conditions are now violated also, because withdrawal time is out of the time frame already and I still have not received a single transaction into my bank account.

They keep making promises and tell me to be patient, but how can I be patient if the money should have already been in my bank account by now?

Dear Inrel19,

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 the 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,

Tomas

Hello, but then I am just wondering, shouldn't the Terms and Conditions say that the withdrawals might take up to 14 days to process. I did not agree to that when signing up and making the deposits, because it was not part of the rules. I find it very strange that casinos can do basically whatever they want and not follow their own Terms and conditions and we, players, must follow them strictly.

Please note the 14 timeframe is the threshold after which we, Casino.Guru, confront the casino with the situation when a player struggles with a delayed withdrawal. Please let me know when exactly you requested a withdrawal and if there were any updates you might have regarding the situation.

I'll await your reply.

Hello, the casino got what they wanted, I eventually lost the winnings. I think that in the future you should really check the Terms and Conditions more strictly, because now it seems that you always back up the casino's side, even though their Terms and Conditions say otherwise than what is actually happening.

I am sorry but once again the 14-day timeframe is entirely determined by Casino.Guru policy in complaints resolution. It's completely independent of the casino's terms and conditions.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Inrel19,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No need to extend this complaint, as 14 day policy seems kind of absurd. You can close it.

Thanks for your reply, Inrel19.

We'll reject this complaint as per your request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.