I am disgusted by the waiting time I am experiencing with this site. Have sent many messages emails and live chats to be told my documents are all in order and have been passed to the relevant department for my withdrawal to be processed!! This is always the reply if they do bother to get back to me. Absolute joke!!

Dear katiedunne88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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. 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 it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I requested the withdrawal on the 08/04/2023. It’s still waiting to be processed I have received messages to state my documents are all fine and also messages to say my withdrawal is going to be paid by card. I know there have been a few bank holidays but if they can tell me my documents are all good and payment will be made by card. Why can’t I be told when I will get my money

Thank you very much, katiedunne88, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello, katiedunne88!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel,

We can confirm that the withdrawal was processed on 9/5/23. From this point, we do advise that it will now take a further 1-5 working days for the relevant payment provider to process the funds back into the players account. It has currently been 3 working days since the funds have left our side, so we would advise for the player to wait the full 5 working days to receive payment as it is still within the timescales provided.

Thank you

Thank you for your response!

Katiedunne88, please, let us know as soon as you will receive your funds successfully.

I have finally received my winnings. I feel it’s only been done because of this complaint I have made. The waiting time was an absolute joke tbh and have had no apologies about how I felt I’ve been dealt with and thought a good will jester of maybe a bonus payment or free spins put onto my account could of been made

Dear Katiedunne88,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team