The player from United Kingdom has requested withdrawal a week ago. It has been pending since. We rejected the complaint because the player didn't respond to our messages and questions.
I have been waiting for my withdrawal since last wednesday. I have sent my documents six times now, its beyond a joke. It is my birthday today and i wanted my winning to go out with. I paid £20 to get these winnings. You were quick to take my money, i now need mine
Dear Sarah,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino?
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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela