Webby Slot Casino - Player’s withdrawal has been cancelled.

Hello. I suspect the casino is misleading me. My withdrawal was canceled on July 1. The reason for the cancellation is the investigation of the gaming provider. I don't understand why the investigation prohibits the withdrawal of my winnings? What kind of investigation is this? The casino does not provide any information. I get the same messages.

"Once we receive a response from the gaming provider, we'll email you the results. Thank you for your patience and understanding! "

Please find out the details and let me know. I want my conclusion soon.

Dear Draws,

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. Have you completed the KYC account verification successfully and withdrawn any winnings in the past from this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Have you accumulated your winnings with or without active bonus? If you have redeemed any promotional offer, please advise which was it.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

It was my first game in this casino. I have not received conclusions before. I didn't get a message that my documents were verified. After sending the documents, I received a message that the casino was being checked by a gaming provider.

I'll send you my correspondence with the casino.

The type of bonus I used: "WebbySlot welcomes new players with a welcome bonus - 100% of the amount of the deposit into the user's bonus account + 100 free spins in the game" Webby Heroes "(Platipus)"

I made a $80 deposit and got $80 bonus.

Thank you very much, Draws, for providing all the necessary information via email. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Draws,

I am very sorry to hear about your problem.

I would like to invite Webby Slot Casino to join this conversation and give us the update regarding the player's situation. Thank you in advance.

We would like to ask the Webby Slot Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

The casino has completed verification and I received my withdrawal. Thank you for your help.

Dear all,

Please, be advised that this player was informed about additional check up of his gameplay investigation since the day it has begun. It is not truth that we didn't explain anything to a player, moreover he contacted us many times during the investigation process and was informed about the details.

However, we are here to clarify the things out for you as well.

We were acting according to our Terms and Conditions, p.5.3 states that we reserve the right to restrict a player from withdrawing funds while the investigation is on going (https://webbyslot.com/en/static-texts/terms-and-conditions).

Yesterday we have received an update from gaming provider that no violation was found, afterwards player was contacted by email and informed that his account was unlocked and he may withdraw money. Today he already has withdraw all his funds. The case has been resolved.

We are sorry it took so long time, but you have to understand that sometimes things might take more time than you expect.

Warm regards,

WebbySlot Casino

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.