Withdrawal requested on 10th Jan. Still not received on 27th Feb. Contacted them multiple times, told it could take 21 days. They keep changing the date that I made the initial request to withdraw. Request made on 10th Jan, they then changed it to 13th and now say it was made on 19th. This I believe is just to keep within their 21 days.

Dear Richard,

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, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Richard,

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.

Additional comments from the player:

"No active bonus. The funds have been pending since 10th Jan and players are not allowed to make a withdrawal while there is a pending payment, so there is no way to win unless they process the payment. Payment is still pending today."

Thank you very much, Richard, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam ([email protected]) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of OlympusPlay Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of the growing number of unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Richard,

I looked at your complaint and will do my best to help you. I would like to invite OlympusPlay Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the OlympusPlay Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.