Sportiumbet Casino - Player believes that their withdrawal has been delayed.

Hello, to begin with, my account has been verified for a while now, but recently they requested a certificate from me - I'm not sure why. I'm the only one who makes deposits with Oxxo Pay or with my card, yet now they are refusing to pay me. This is very poor customer service, it's simply dreadful.

Dear rberumen236,

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

Hello, the KYC has already been verified, I have been playing at the casino for 6 months without any problem but suddenly they asked me for a certificate, I sent it to them, the customer service people are very rude, I want my withdrawal, I have proof of everything.

Dear rberumen236,

Have you received your withdrawal from the casino yet?

Dear rberumen236,

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.