Hello,

I made a withdrawal on Saturday the 26th of April 2026 for the some of ￡4000 GBP and I have still not received the money.

Within the terms and conditions of the site they state that withdrawals would be processed within 0-48 hours and mine has still not been processed.

the previous days withdrawal was processed within 12 hours.

I have contacted live chat several times and they state they will contact their financial department and get back to me with an update. There has been no update and every time I contact them via live chat and email they keep telling me the same thing. It appears this is a common theme with this casino and I have seen online the do the same to other customers.

I am fed up of contacting them now and this situation is causing me all sort of stress and worry.

Dear Phillipo1990,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I am already fully KYC verified.

i had a previous withdrawal processed within 12 hours.

As per their terms and conditions withdrawals should be processed within 24 hours?

I keep talking to the vip department and it is excuse after excuse from them.

i have also asked to make a complaint over 15 times to them and just keep getting fobbed off, as per their terms and conditions they should be taking a complaint and getting back to me within 24 hours?

yet again nothing has been done and they are allowed to breach their terms and conditions.

I do not see why I have to wait 10 days before you can look at the complaint as they have clearly breached there terms and conditions

today after 5 days they get back to me with a cancelled withdrawal saying that the limit is only ￡1000 per day withdrawal. They say before it was ￡4000 and they came across that they changed the rules. The rules were changed after I had put my withdrawal in, this sounds like a con and they should be honouring my withdrawal. It’s just so much hassle with them to get a withdrawal

Still no joy with them at all absolute fraudsters.

spoke to my vip manager Daniel today who is clueless and informed me the ￡1000 per day limit came in today.

i made my ￡4000 withdrawal last Saturday 26/4/25. So my withdrawal should of been honoured as the limit was ￡4000 when I put the withdrawal through.

they seem to be doing anything and everything not to pay people out.

Dear Phillipo1990,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Yes I had very limited withdrawals and ended up loosing over￡5000 because ey kept on delaying payments, then excuses that they had technical difficulties.

i have now self excluded myself. They are a con and make all kind of excuses, delay payments and changed terms and conditions after I had made the original withdrawals. Stay away

Dear Phillipo1990,

Thank you for your message.

Delayed payments are among the most common issues encountered across many online casinos. However, once a player chooses to continue playing with the balance during the pending period, the casino cannot be held responsible for any resulting losses.

As the initial issue regarding the delayed payment is no longer relevant, we will now proceed with closing the complaint.

Should you have any further concerns, please don’t hesitate to reach out.

Best regards,

Nick