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I am filing a complaint regarding a delayed withdrawal, conflicting information from support, and restrictions placed on my account after a win.

I deposited $50 and won approximately $9,500. My account is fully verified, and I have not been asked to provide any additional documentation.

I submitted withdrawal requests, and after more than 4 business days, my withdrawals are still showing as "waiting approval," meaning they have not been processed or sent. This exceeds the casino’s stated processing timeframe.

I have contacted live support multiple times and received inconsistent and conflicting information. At one point, I was told that my withdrawal had already been approved because it had passed the 72-hour processing period. However, my account still shows "waiting approval," which clearly contradicts that statement.

In addition, I have repeatedly received generic responses such as "high volume" and "please be patient," with no clear or accurate status updates.

I was also told by support that after the initial processing period, withdrawals can be delayed "as long as needed," which does not align with the casino’s stated withdrawal timeframes and raises serious concerns about how withdrawals are being handled.

Furthermore, my VIP level was reduced from Level 4 to Level 1 after my win. This significantly lowered my withdrawal limits from $1,500 per day to $750 per request, with a maximum of 3 active withdrawals at a time. This change was applied after my withdrawal request and is now restricting my ability to withdraw my funds in a reasonable timeframe.

As a result, I am currently only able to withdraw a small portion of my balance at a time, while the existing withdrawals are not even being approved.

I am not disputing a loss, I am requesting the release of legitimate winnings from a completed and verified account.

At this point, this appears to be an unreasonable delay in approving withdrawals, combined with conflicting information and restrictions that limit access to my funds after a win.

I am requesting assistance in having my withdrawals approved and processed promptly, and clarification regarding both the conflicting information provided and the change in my VIP level and withdrawal limits.

I am willing to provide screenshots of my account, withdrawal status, and chat conversations if needed.

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Dear JG2026,

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 JG2026,

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 JG2026,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru