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Hello,

I am a Canadian citizen trying to withdraw my winnings. I have submitted all proof of my verification but the company is insisting I provide a statement from my bank including the transaction of the deposit with my name and bank number with the time of the deposit. The problem is in Canada I cannot get a credit card statement whenever I would like, it is a monthly PDF that gets sent out and there is no other way around it. My next statement does not come out until April 7, 2025 and I have shown them my Bank Card I used, the transaction from my account as a screenshot showing it has been deposited to the merchant and also an Apple Pay screen shot showing it has gone through. All on the same day and time they wanted. I also sent them a PDF of my statement that I just had to show that it’s my card. They told me to call my bank and demand it’s my legal right to get my statement upon request and that’s just not true. I bank with BMO and they said there is no way to do that. If they are accepting Canadians they should know we can’t get a visa statement whenever we want. They need to be fair and pay me back what I won.

Dear cfrosty,

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.

Dear cfrosty,

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.

Dear cfrosty,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.