The player from New Zealand had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team acknowledged the delay and advised the player to wait for the processing time, but upon further inquiry, it was revealed that the withdrawal had been approved yet returned to the cash balance. After extending the timeframe for a response, the player did not reply, which led to the rejection of the complaint due to lack of communication.
Igrač sa Novog Zelanda je na povlačenje čekao manje od dve nedelje. Nažalost, njihova isplata još nije primljena. Tim za žalbe je priznao kašnjenje i savetovao igrača da sačeka vreme obrade, ali je nakon daljeg upita otkriveno da je povlačenje odobreno, ali da je vraćeno na stanje gotovine. Nakon produženja roka za odgovor, igrač nije odgovorio, što je dovelo do odbijanja žalbe zbog nedostatka komunikacije.
Zdravo, zatražio sam povlačenje sa svog računa 11. februara i jutros mi je rečeno da je odobreno i da će biti na mom računu danas, ali nije ušlo na moj bankovni račun, već je vraćeno u moj gotovinski saldo u aplikaciji zašto se to dogodilo kada mi je rečeno da je odobreno i da će danas biti pušteno na moj bankovni račun
Hi I requested a withdrawal from my account on the 11th of February and this morning I was told that it has been approved and will be in my account today however it hasn't gone into my bank account and instead it was put back into my cash balance in the app why has this happened when I was told it was approved and will be released into my bank account today
Dear Baileym12,
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.
Razumem ovo, ali mi je u ćaskanju rečeno da je odobreno i da će danas biti pušteno na moj bankovni račun, ali se umesto toga vratilo u moj gotovinski saldo
I understand this but I was told by the chat that it was approved and will be released into my bank account today but instead it went back into my cash balance
Dear Baileym12,
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 Baileym12,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
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.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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