SlotsandCasino - Player’s withdrawal has been delayed for two weeks.

Initially I was told that I would have to wait to request a withdrawal until verification had be completed. I was later told after spending back some of the winnings that I could request the withdrawal during the verification period to ensure timely processing. I continued to follow up with the live representatives, and was assured that the verification would only take a day or two and then my funds would be processed shortly after. I abided by the verification delay, and received the confirmation email that my withdrawal request had been processed and sent to my chosen method 08/24/20. My bank has no sign of the funds, and I was again assured (I have screenshots) that it could take up to 5 business days for the funds to show up in my account. The fifth business day was yesterday. I've requested a reference number per my bank and was told there isn't one, and that a trace on my money would be preformed. It is now 9/1/20 and I'm still waiting on an email with an update for the trace of my funds. The rep said I should've received my payout by now!! I've allocated these funds for living expenses, so this has been very inconvenient for me.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, that’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for your assistance. Yes this is my first withdrawal request. The car on live chat said I should've already received the money prior to this complaint.

Nothing unusual about a wire transfer taking longer than a few working days. I fully understand your frustration but please allow it a little bit more time. If there’s no update by the end of next week, we will get involved. Thank you very much for your patience and understanding.

According to the terms and conditions and the representative, this delay is unusual. And you're asking me to wait another 2 full weeks, so I'm really hoping I dont have to come back and follow up, seeing as I made my request August 15 and it's ready a full week into September.

I have set the timer for 7 days because, even if the terms claim 5 days, from our experience, we advise players to be patient. If there’s no development by then, we will get involved. Thank you very much for your understanding. 

Hello,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.