The Phone Casino - Player believes that their withdrawal has been delayed.

They state 1-5 working days for withdrawals to go through. I've now tried withdrawing twice, they wait till a Thursday of every week and reverse it back to the casino account. I then wait the longhaul due to the weekend and not being included in a working day. It's now been over 10 working days and 14 days in total. This is now the third attempt into the third week of getting it withdrawn to my bank. And once again it's now Friday without confirmation of it being processed and creeping closer to the weekend again. I feel they are fobbing me off using the 1-5 working days each time. My account has been verified by them which was a longwinded process and feel they tried to make difficult for me. Still shows as pending on the casino app. They are trying to blame the bank but nothing wrong with my bank as I've already made contact with them. Anything you can do to help and look I to this is greatly appreciated. Please also note the username for the casino is a phone number and the email is a different one I use for betting sites. It won't be the harrietlee59 one. Thanks.

Dear Harrit657,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Harrit657,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Harrit657,

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.