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Requested a withdrawl..I've withdrawn from casino b4 got it in 24 hours ..I've spoken to support they told me there havibg lots of withdrawls and they would send a note to speed up the process that's been 3x now.i haven't even received a email about my withdrawl.plz help

Dear kbbest98,

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

My account has been previously verified as I have withdrawn from the casino previously. When I asked if all documentation was in order they responded by telling me it was.i see no reason for the delay pmtwhen I've received all other ones within 24 hours. Still have not hered a word from the pmt dept after 5 days.

Just to let u know ..I've spoken with support ..(live chat) and they all tell me rhe same thibg ....your pmt is being processes,. I'm doubting that as i still haven't received any emails from pmt dept,Eben thou they say they will get back to u within 48 hours. Definitely not the case, it's been a week now haven't hered anything from anyone. Woukd sure appreciate sum help. Thank you

Additionally ..I would like to add .I'm wrong on the withdrawl date it was auctually on the 10 of May that I started this withdrawl process...

So they have now taken my winnings away from me saying it was bonus manipulation ..which is not the case .I played my bonus thru and when the playthrough was done ..it was then I up my bet...how can they do this please look onto this for me as soon as possible .

I have escalated this matter to the proper gaming authority governs palmslots casino...would still very much appreciate your help. I also noticed looking back aT my betting history ,there showzs bets on there that I would never bet as there very high..also to note I withdrew apparently funds from this account on the same day and time last year...I find that very strange.

Do I understand correctly that you filed an official complaint to Curaçao?

Yes that is correct

Could you please forward me the official complaint message or any confirmation that you submitted the complaint? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear kbbest98,

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.