The player from United States has requested her withdrawal four days ago. It has been pending since due to ongoing account verification. We rejected the complaint because the player didn't respond to our messages and questions.
I requested a withdrawal 4 days ago, submitted appropriate documents. Email indicated I would be contacted in 2 business days to confirm. No contact. I have sent 5 emails and have waited on hold for over an hour...no response either way.
Dear Sandra,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Subsequently, it’s quite usual for a withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. However, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.
Best regards,
Petronela