Wasino Casino - Player's withdrawal is delayed due to lack of communication.

I made a withdrawal from this casino for the first time on October 15th, 2024, and was emailed a request for documents: a proof of address, a photo of my driver's license from both sides, and a selfie with my driver's license. I sent the documents, and a couple of days later, they requested a screenshot of my Jeton wallet transaction history (since I made the deposit with Jeton). After this, they stopped responding to my emails. For over a month now, I have been visiting the casino's chat at least twice a week, and the response is always the same: "We ask you to be patient, the approval of the withdrawal may take up to 48 hours."

Dear atekasperi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that all documents have been approved except for the screenshot of your Jeton wallet transaction history?
• Could you please confirm that the screenshot was taken according to the casino's instructions and showing all the required information?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

yes, they should have been approved when I have told the chat that I have sent everything you requested and the answer is always that it can take 48 hours to process the payment. They don't comment on my documents in any way. Screenshot attached, showing the email they sent and the screenshot I sent in response. I had an active bonus, but I made the withdrawal with my own money and canceled the bonus.