Hi, 

Basically what happened is I won 1250.

Reuqetsed a withdrawal for 1150.

It appeared this was definitely coming out of the account, but alas the casino did not take it from my balance and I assumed was an error on their end and messed around with the balance. 

Ive never heard of a casino not taking a balance from an account when a withdrawal is pending. 

Is this even legal? 

Technically I didn't reverse or cancel withdrawal so believe the casino should pay the winnings. 

Dear Dean,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that every withdrawal request passes through a verification process until being fully approved. Not all the casinos freeze your funds during the process. Do I understand it correctly that you have requested your withdrawal on 14th of April? 

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Hey thanks so much for the reply. 

Yes the 14th is correct. 

I just felt like it was bad practice not to freeze the funds. 

That's a shame, I did play with the funds. 

My complaint was that they didn't freeze the funds but if this isn't unusual I guess its my fault. 

Thanks for the reply anyway. 

Have a good day 

Dear Dean,

I’m sorry we couldn’t help you to resolve this problem, but, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. I’m forced to reject this complaint. Thank you for your understanding.