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Followed thru with their KYC info and got verified by their third party Hooyu and it took them more than the 7-10 business days to approve my withdrawal. I initiated withdrawal 1/30/24. Didnt get approved till 2/20/24 which is a week past their guidelines. Should have had the money on 2/23/24 according to their guidelines but now since my approval didnt happen till 2/20 its supposed to be another 7-10business days? What good are terms and conditions if the casino doesnt follow them?

Dear taret0ast12,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

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

Best regards,

Petronela

I initiated the withdrawal on 1/30/24. After submitting the proper identification paperwork and waiting the 7-10days for verification i asked customer service about the status, they said they were outside their time frame so my case would be expedited. I was then told i couldnt withdrawal thru bitcoin because i had made the deposit with credit card so i would have to get a wire transfer, my bank doesnt do international wire transfers. After about a week i managed to get an account that would handle the transfer for me. I submitted the information to the finance department and when i checked the status of that, apparently my new account didnt qualify but now they can magically deposit thru bitcoin. After verifing my btc wallet address to a handful of CSRs i was told my case would be expedited yet again. Then on 2/20/24 my case was finally approved for withdrawal. More than a week after their stated time frames. Now im supposed to wait another 7-10 business days to get paid. I should have been paid out at the latest 2/26/24. Today 2/28/24 makes 7 days since i was ‘approved’ if i dont see it by friday, then they will have failed on their elongated timeline

Hi taret0ast12,

It appears that things are finally moving forward.

• Could you please confirm whether the most recent withdrawal via Bitcoin was successful? Have you received your winnings?

Thank you.

As of today i have not received my $2500 withdrawal via bitcoin, however a withdrawal for $750 via their coindraw option was successful so we shall see as a CSR assured me the $2500 would be paid out early this week.

Hello taret0ast12,

Have there been any developments since our last conversation, please? 

Dear taret0ast12,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.