Player’s winnings haven’t been received yet.

Rooftop spins asked for a bank statement to verify my account and I forwarded a pdf letter of confirmation from my bank have had no reply except via online chat saying I have to send a statement as requested by payments team. My bank said they don’t need my statement

Dear raewynlaurie40,

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 and thank you for your prompt reply. I received an email this morning saying that they have accepted my bank verification which I am happy with. Id expect payment in 3 days as that’s when my free spins ends from my winnings, and if I play them I forfeit- just a feeling

Regards

Dear raewynlaurie40,

Have you received your withdrawal from the casino yet?

Dear raewynlaurie40,

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.