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

Hi, I recently won.. well not recently... It's been nearly 5months and I requested a withdrawal on the 29/07/2023. It was showing pending and I asked on of the agents why. She said it's because my account isn't verified and that I don't need to make a deposit. I made a wire withdrawal by the way. She told me I need to send in my ID docs which I did. My bank docs which I did, and it turned out I sent those documents like 7 times if not more and my account just can't seem to get verified they keep asking the docs. Anyway.. I went on the Casino now to find the the manager requested a withdrawal and it was approved now there is literally no money on my account and there was a $100.. the last agent I spoke to told me I should wait for atleast 48 hours for my ID to be approved and I did. But now when I went on my account the money was requested by manager and I've broken no rules with the terms of the no deposit bonus. My account is shown as a depositer. Please help as I feel ripped off by these people. I even have a screenshot showing the transaction

Dear wiedaadkhan2407,

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

But I have been waiting for verification for a few months now? Even tho I have to keep sending the documents needed. They keep telling me to resend it when I have sent it more than 10 times. Honest truth. Now they withdraw my winnings so I got 0.00 on my account. Why did they take the money ? That's what my complaint is about. And it's more than just 2weeks. It's been months that I'm struggling with this

Dear wiedaadkhan2407,

Have you received your withdrawal from the casino yet?

No they took it back , withdrawn from management. They said I use a free bonus already but that was one sign up bonus? And a birthday bonus? I'm not sure now but rather just close this as resolved because I don't still wanna go through alot of stuff with these people

Thank you for your reply, wiedaadkhan2407. Please note that activating multiple free bonuses in a row is prohibited by the vast majority of online casinos and this one is not an exception. This is stated in the T&Cs:

"4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus."

Unfortunately, this is standard practice and in case you breached this term we cannot penalize the casino for confiscating your winnings, nor we are in a position to request the casino to return your bonus winnings.

Do I understand correctly based on your last message that you wish to close this complaint?

Yes close it

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.