On the 30th May I won ￡670 at Casino Redkings. I uploaded all the relevant documents (which were all verified - email proof can be provided) a few days later there was no update. So I tried to speak with an advisor via live chat on the 3rd June. I had also sent two emails (no response) 

On the 10th June (unsure of time) an advisor named Christopher, did respond (via live chat) he stated that they had reviewed my account and could see that my request for a withdrawal in the amount of 670 GBP, dated 30/5/2022 was placed on hold as they could not send the balance to the method i requested (deposited via Apple Pay) 

The department required my bank details in order to process the withdrawal (via Wire Transfer) Christopher (advisor) was delighted to of received a response, so emailed [email protected] (as advised in the live chat from customer) with my account details - plus Swift/BIC code, as also requested. A message was also left in the live chat thread to advise that this has been done. On 13th June (via email) I received an automated request from redkings. They asked that for I.D (debit card) as I had already uploaded proof of address - proof of I.D - proof of banking, this was sent (last first and last four digits of my card) uploaded again via there documents page. I had an email the next day (14/6/22) stating that this had been verified. I have not received any other emails to advise when I will receive my withdrawal. From the 30/5/22-16/6/22 I have sent eight email (with no response) from the 30/5/22-16/6/22 I have sent twenty one live chat messages, only receiving one response. I have all screen shot proof which can provided (included my pending withdrawal of ￡670) it’s sad that you have to take additional measures/intervention. I have been very patient, but just want my withdrawal. 

Dear heathxxx18,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. 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

The casino has sent an email yesterday stating that payment has been sent.

Thank you very much, heathxxx18, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Thank you

I received payment today - thanks for your help. This complaint can be closed.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, heathxxx18, for your cooperation and confirmation, and please don’t 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.

Best regards,

Petronela

www.kpvfaw.com