Rollbit Casino - Player claims that payment has been delayed.

on the 15th of November, I placed a bet of 7k USDT on baccarat and I won.

after that hand, I requested to withdraw immediately. Rollbit is responsive but seemingly avoiding the answer every single time I ask them what’s the ETA. It seems they can’t commit to a timeframe

however, it went from ETH withdrawal issues - pending a colleague - pending provider review - pending a colleague again.

i have reached out multiple times and it seems that they cannot give me an answer and hence I decided to make an complaint

Dear zoelzeng,

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

I have completed full KYC measures.

I have successfully managed to withdraw last night.

I had to reach out to evolution personally to expedite the process, ultimately I'm just glad the money has gotten back to me. But still, I don't think it is reasonable by any means to have withdrawals been paused for that long.

Dear zoelzeng,

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,

Kristina

Casino.Guru