I won sums of 1970 on the 24th August and 500 on the 25th August. Once withdrawn I was asked for documents for verification, which I gave and on the 30th of August I was successful with passing verification and was told to wait 1-2 days to get the withdrawals as they were being done internally. Since then I have spoken to numerous customer service assistants, all of which have given me excuses as to why it hasn't been paid and just keep saying it was escalated to payment department. After two complaints (both of which have not been replied to) I asked for someone higher that I could contact so that I got a straight answer as to what was happening with the funds and was given a managers email. I have yet to have a reply as of yet but I did contact customer services yet again that told me the funds were safe and have been escalated. I don't have a straight forward answer as to why I haven't received the funds yet and would like to know why I haven't received them after winning them fairly.

Dear rebeccam28,

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

Dear rebeccam28,

Have you received your withdrawal from the casino yet?

Dear rebeccam28,

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.