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I won €2000 using real money and by sticking to their strict terms and conditions . Made the withdrawal on the 3rd of December. Details were acknowledged as verified on Monday the 7th then The withdrawal was approved for processing on the 10th. Asked when the money would be in my account and was told a further 3 days to show up. Now 15 days after the initial withdrawal I still haven’t received they money and after emailing customer services and talking to live chat I feel am just not getting anywhere. They keep saying I will get the money but it’ feels like they are fobbing me off.

Dear Graham,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed?

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. 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

Hi there, no my withdrawal was approved on the 10th and I was told that it will take 3 days to show up in my bank. I contacted them today to be told again it will be in my bank in 3 days ! I actually made a further withdrawal of €620 on Sunday just past and that was paid in today . (my first successful withdrawal). I don’t understand why that was paid before I first withdrawal (€2000) . They haven’t disputed the money as I kept within their strict terms it’s just taking too long to receive the funds.

Update .. received a call from my "account manager" James, last night saying the (€2000) withdrawal was "processed 12h ago and I should expect it in the next 24-72hrs but it could take 5 days" ! Asked why it was just processed 12 hours ago after being previously told on the 10th that it was processed then .. no real reason was given. Something about the person not having the authority to process it then. James sounded quite sincere and genuine.

This withdrawal was made on the 3rd of December and now 15days later it may not be paid until the 24th. Really concerning and also confused why my second withdrawal (€620) attempt was paid in 4 days but the first still hasn’t been paid out. If it’s not paid by Monday can you please escalate it for me ?

thanks

Money now paid in full. Can you close the complaint. Happy with the site

Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Graham, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru