Spades Queen Casino - Player’s winnings are delayed.

So i deposited some of my cash with a bonus and completed the wager. The bonus terms say the max winnings from 1,2,3rd welcome bonus is 100.000 nok 10.000 eur. that's fair. My account is fully verified so there should be no problem there. But I now have had 2 different withdrawals pending for quite some time. One withdrawal of 16.000 nok has been pending since 31 Jul 2024, 16:45, and one withdrawal of 24.000 nok has been pending since 01 Aug 2024, 03:38. I have contacted support onsite and through mail. On-site support only tells me the same thing every time "We cannot give an exact timeframe but our team handles the request one by one" and support through mail says they have forwarded the problem to the relevant team and I will get a reply. first, they said within 24 hours but it has now been 48 hours, and still no reply. i have tried to re-contact them but now they only say "It can take some time please be patient" so I need some help to get my winnings from these guys as it only seems like they are trying to wait for me to cancel the requests to lose it all.

Dear Markusrh,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

These guys keep saying to me "We can assure you that all necessary checks have been completed and that your money is now in the final stages of processing. They will be transferred to your account in a short time" but im waiting hours and hours and nothing is happening. I got told this time i dont have to wait long before its getting sent, but i have now waited even longer thsn i did when i requested it the third time. Why is nothing happening to it??? It been over 41 hours since i got told that my money will be sent shotly... this time and they also said the same messge to me on monday. These guys aint trying to even help me it serms like. I have now been trying to withdrawl for over 1 week and they keep canceling it. First they canceled it and told me it was max 10x winning from the bonuses even tho it says 50.000 nok and they are just saying random stuff when i ask about it. So they removed 26 000 nok then they said to me " please request a withdrawl of the last 13.000" then i did, waited another 2 days then they said max withdrawal limit is 11.700kr, even tho its says daily limit also 50 000 kr. And they canceled it again and told me to request yet another one. So i did and got told i dont havw to wait long now before they will send it, but here i am as of 40 hours since they said the money will be sent shortly still waiting.

Thank you for the information.

Have any of your pending withdrawal requests been processed, or has the casino canceled even the remaining withdrawal requests?

In case your withdrawal requests were canceled, has the casino explained why? Has there been a technical problem with the payment provider or is there some other issue?

Dear Markusrh,

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.