A player from the US had raised a concern about a delay in receiving their payment from an online casino. The Complaints Team had reached out to the player to understand the specifics of the delay, asking for details such as when the withdrawal had been requested and if the player's account was verified. However, due to the lack of response from the player to these inquiries, the team had been unable to proceed with an investigation or provide potential solutions. The complaint had been rejected for the time being, but the player had the option to reopen it in the future.
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Amount: $50
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Dear taylerfreeman57,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Was your account successfully verified already?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
8 months ago
Dear taylerfreeman57,
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.
Public
Public
8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
