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

I made a withdrawal on 2.4. Usually the withdrawal has come immediately, it is constantly promised that the payment will come within 24 hours. Has not come to date. The withdrawal reads formatted on their website. Asked to send bank statements and everything. Still, the payment is and remains initialized. They always promise to investigate the matter and nothing happens.

Dear Jonski,

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

Dear Jonski,

Have you received your withdrawal from the casino yet?

I have not got.

Thank you for your reply, Jonski. Do I understand correctly that you have made withdrawals before? When did you make the last successful withdrawal, please?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Dear Jonski,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.