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I have made multiple attempts since 10 January 2024 to withdraw my winnings and to date still have not received anything. I have cancelled withdrawal requests myself to change the amounts to see if that worked. I have used both withdraw to card and bank transfer of which neither have been successful since the date mentioned about. Each time I submit a withdrawal request support comes back and says there is a reason. These reasons have been "address verification" "Proof of visa to show number, name, expiry" "incorrect details" "Bank Declined" "Minimum deposit requried" I have submitted all documents requsted and they are all approved (I have attached a screenshot) I have submitted a request via bank transfer and it was declined due to incorrect details, so I asked them to help fill it out and followed the instructions given and it was declined again "incorrect details" and was told to contact my bank to help me (not sure how they would know the format of the casino requirements) I have phoned my bank and they stated they can see the deposits going in and before they can process them they are reversed by the Casino. Since my inital request of $1000.00 I have made numerous attempts to withdraw but with no success. No bonus amounts were used to aquire this balance. They have also cancelled withdrawals stating that i cancelled them when in fact it was them. There chat support is not helpful and email support just keeps giving me excuses.

Dear tonileigh04,

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

Hi

Thank you for your response

This is an ongoing issue and the casino keeps declining the withdrawal and they send me an excuse each time. I have withdrawn from them prior to these issues.

The matter has now been resolved as the payments have now been approved by the casino...will now wait a few days and see if I receive them.

Regards

Toni

Dear tonileigh04,

Have you received your withdrawal from the casino yet?

Dear tonileigh04,

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.