the casinos withdrawal terms state that a withdrawal will be processed on the next business day, mine wasn’t and still hasn’t. I’ve emailed repeatedly and have had no reply, they ignore you on the live chat. How has this casino even got a license?

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

Please understand that KYC account verification is a very important and essential process, during which 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.

Subsequently, it’s quite usual for a withdrawal, 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. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi, thanks for your message, yes my account is fully verified, I submitted the documents and was verified before I made the withdrawal request, I’m going by their terms but it seems they can’t go by their own terms. The odd occasion when I can actually get through on live chat, all they’d said is sent an email to support, to which I’ve never to this day had a reply from. Withdrawal requested on the 15th 4 days ago, however again I am going by their terms which states processing is completed on the next business day, I am really worried because I’ve seen a few reviews where people are saying they still haven’t had their money 2 months on from requesting their withdrawal, unfortunately I believe the site is just a scam and worried that I’ll never see my money again.

Dear Chris,

Let’s stay positive and wait for good news and winnings. I will set the timer for 7 days and expect your update in the following days.  

Dear Chris,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.