Hi,

I’m struggling to get any straight answer as to why my $3400 withdrawal is taking so long. I understand you mention to wait at least two weeks for the withdrawal to process - but the customer service team (through live support and email) keep saying the same thing and that’s it’s "still pending" with their "finance team." I’m so worried they’ve taken off with my money now I can’t even sleep... your support would be appreciated

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, 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. Could you please advise how many days ago you have requested your withdrawal and which payment method you have chosen? Have you completed the account verification successfully? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thank you for your message and offer to help. I withdrew the funds 7 days ago, via wire transfer; and it is my first withdrawal. Now, I asked right away when I first signed up if they required any account verification documentation of any sort, and they mentioned no. So I didn’t bother. Now the 4 different customer service representatives I’ve communicated with have all told me different things! Out of the 4 I mention, only one mentioned verification - he then said "hold a moment let me check your account for you." After all of this, they’ve simply said that my withdrawal/request has been forwarded to the "finance team" and they’ll be in touch when they have developments?? Argh, so frustrating. But, last night I sent through account verification documents and I’ve emailed them asking if they’ve received it and they said "No" so I sent it again tonight - no response as yet.

Hello,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. I will set the timer for 7 days and kindly ask you to keep me updated. I truly believe it’s only a matter of time before you’ll have your account verified and receive your delayed withdrawal.  

Hi Petronella,

Yes, I understand that’s it’s important and an essential part of online casinos, I did ask several times to different customer service representatives whether any ID or documentation is needed but one told me yes, and then said "only up to a certain amount." It was all my doing deciding to upload and email the verification documents in the end.... thank you and yes I’ll keep you informed.

Hello,

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

Hi,

I’ve been in constant communication with Kahuna and they’re currently examining my verification documents. Which can take 48 hours to complete. It’s nearly been that amount of time, so I’ll contact them again later today. I asked them if they’re in fact going to pay me my winnings or stuffing around with me - but they’re assured me I will get my money. So. Let’s see what happens. Thank you for your continued assistance...

Hello,

Thank you very much for your patience and for updating us. If you don't receive money within a week I will contact the Casino. Please let me know if anything changes.

Hi Viliam,

Thank you. I will....

Hi again,

So now they’ve said (last night) that they never received my verification documents via email and I had to send them through live chat (which I had suggested when I first had this email issue.)

So from 48 hours to a possible 5 working days for them to verify me! it just drags on....... I just hope they just have incompetent staff and they’re not going to rip me off...

Hello, any news regarding your case?

Hello, yes my first withdrawal has been approved and now I’m just waiting for it to go into my bank account. Not sure how long it will take. I think they’ll pay as I’ve been verified and received an email saying my withdrawal has been approved. If anything else happens I’ll get back to you. Thank you

Thank you for provided information. Keep me updated if anything changes, please.

Hello,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Hi, yes I did receive my winnings. Thanks very much for your assistance and understanding.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.