I've been trying to withdraw 350 euros since the 4th of June and it has been rejected and put back on to my balance 4 times. Initially there was a long protracted problem with getting verified. Once my account was verified I made 2 withdrawals. One for 350 euros on the 11th of June and a second for 150euros on the 12th of June. Both withdrawals were going back onto the same card that had been verified. The second withdrawal (12th of June) for 150 euros was accepted within 24hrs and the then proceed back on my card within another 24hrs. However, the first withdrawal of 350 euros that I made on the 11th of June although it has been accepted the casino has still not processed the payment. Initially they kept putting back onto my balance saying after waiting 36hrs each time saying there was a problem with my payment provider. However there wasn't a problem in withdrawing the 150. I've been asking and asking what the hold up is and keep getting fobbed off with a scripted response from customer services. No one can tell me why its still mot been processed, I just keep being told not to worry and the payment team are doing all they can to process the payment. Its been nearly 10days now and I've still not had my money of 350 although they had no problem processing the later withdrawal of 150. I'm at a total loss as to what I do now.

Hello Charwil33,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Pyramid Spins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Many thanks for your reply.

My account was fully verified on the 6th of June

I accumulated my winnings with real money

I spoke to the casino about it again this morning. They keep fobbing me off with standard scripted response of the deposit is being processed but there has been technical issues so they can't tell me when it will go through. I've been trying to withdraw this 350 for over 2 weeks. This is my second withdrawl. I've previously withdrawn 150 which went through in 24 hrs no problem back to the same card. But this 350 is a never ending withdrawal. Today I also was told that the payment department have said I should have more patience..highly frustrating seeing as I've been trying for 2 weeks.

Many thanks

Charlotte

Thank you Charwil33 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick, funnily enough they have just rejected the withdrawal again this morning, that's the 4th time apparently to technical issues again.

I've had to withdrawal again but trying via bank transfer this time

Many thanks again

Charlotte

Hi Charwil33,

I've just reviewed your case and fully understand your concerns while withdrawing the funds. In order to help you with this, I'll contact the casino.

I'd like to invite a representative from Pyramid Spins Casino to join this conversation and participate in the resolution of this complaint. Can you please share more information regarding the case? Are there any reasons for the player's withdrawal request to be canceled 4 times? Have you advised the player to use another payment method in case you're experiencing any troubles in your internal system?

Best regards,

Natalia

I would like to ask the Pyramid Spins 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’.

Hi Charwil33,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot 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.