Been told lies every time they speak to me Told me my account is verified and there happy with my documents and I will receive my funds with in 4-6 days, they told the finance department to make me priority which I no they can’t do, i was also told it would of gone in 2 days ago and every time I speak with them they just say the finance department is working on it, worst experience of my life quick to take your money but won’t pay out on withdrawals (criminals) don’t no how they can get away with it. 

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you clarify how long ago you have started KYC verification process? Did you receive any confirmation from the casino that it has been completed successfully? 

It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi i have been chatting to them every day and they spoke to a manager on the financial department today to push it on, I have just received a email stating my withdrawal has been approved and the funds should reach me with in 5 working days, so I will have to wait and see if it goes into my account thanks I will keep you updated. 

Thank you very much James for the update. I will be waiting for your confirmation patiently.

Hi only day 2 not recieved my ￡700 yet but reading reviews I’m not holding my breath with me being a uk player, (which will be a lesson learnt) so I don’t no where I stand wether I can get my deposits back etc if I don’t get my withdrawal.

Dear James, 

Let’s wait till the end of this week and if you don’t receive your money, we will get involved. 

Dear James,

Please could you update the status of your complaint? Did you receive your winnings? Thank you.

Hi I’ve received partial payment still waiting for the rest of my money they said someone sends it manually between 9-5pm and then someone said it was sent on the 26/03/20 so i don’t think they have a clue to be fair and I was told yesterday to get in touch if it’s not in Friday because it should of gone in yesterday, all in all I’ve waited about 2 weeks since sending my documents over.

Dear James,

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. I will set the timer for 3 days and if you don’t receive your winnings by Monday, please, let me know and we will intervene.

Ok thanks for your help 

Apparently the funds I recieved is the total amount because the website is in euros and apparently my bank taxes me so I recieve less than what I thought I was going to get, so case solved not worth withdrawing other less you get a high win.

Thank you very much James for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Please, 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.