It has been almost a week since o first tried to withdraw my 200 euro, on the initial request they advise it takes 36 hours then I was asked to confirm my identity which is fine and make the request again I did so and waited 2 days then when I checked my account again the request had been seniors again but with no contact from the casino. I have sent several emails and chatted to an online agent they have verified my identity and are now saying the payment failed to reach my bank and I have to wait another 24 hours for it to be credited into my casino account again. They are extremely fast to take my money but are trying to delay the process as long as possible for me to withdraw in the hope I may spend it again. Disgusting service ??

Dear Evemarie,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal request in this casino? Have you been offered any alternative payment method to withdraw your winnings or the casino will try again the same one?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi thanks for the reply yes it is my first withdrawal they have now said it's failed but not given me a reason I will wait another week as you advise

Dear Evemarie,

Thank you very much for your quick reply. Since the payment has failed, have you been advised to try any alternative payment method, or the casino will try the same method again? Thank you.

Dear Evemarie,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi please reject my complaint I spent the money in the end because it took them so long to let me withdraw. I'm sure this is what they aim for anyway.

I do understand your disappointment and I’m sorry we were not able to help you with this case. However, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. I will reject your complaint now. Thank you for your understanding Evemarie.