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Withdrawal not processed after 5 DAYS!!

I have spent and deposited over £4k at this casino and I was lucky enough to strike a big win on sun of Egypt 4.

I was told by VIP manager that I can withdraw £2k per day and that is no problem. Now I am on the 6th day since my first withdrawal so the amount is £12k in withdrawal that is 6no of £2k.

All am being told by support is the be patient payment team is checking the account.

i have had no problems in the past with withdrawing money and they are normally very fast.

I understand that it is a larger win so probably take slightly longer but I am on the 6th days now and have been told the payment team work every day.

I really enjoy this casino and will continue to use them once my money has landed. I really do hope to get this resolved ASAP so I can continue to play on there site.

thanks

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Dear CharlieM,

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

Dear CharlieM,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear CharlieM,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila