HomeComplaintsPlayer’s withdrawal is delayed.

Player’s withdrawal is delayed.

Amount: 100 R$

Hwbet.com
Submitted: 28 Oct 2024 | Case closed : 13 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 week ago

The player from Brazil had been attempting to withdraw funds for over 3 hours, but despite assurances that it would take 20 minutes to 1 hour, the money had not appeared in her account. The Complaints Team acknowledged the delay and explained that withdrawals might take a couple of days or longer due to KYC verification or high withdrawal volumes. After extending the response time for further assistance, the complaint was ultimately rejected due to the player's lack of response.

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3 weeks ago
Translation

I've been trying to make a withdrawal for over 3 hours, and they keep telling me it will take 20 minutes to 1 hour, yet it hasn't appeared in my account! The casino keeps giving the same responses and doesn't resolve my problem—this is absurd!

Automatic translation:
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3 weeks ago

Dear Natallienebias,

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,

Tomas

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2 weeks ago

Dear Natallienebias,

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.

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1 week ago

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.

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