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I am a VIP5 level customer which is supposed to come with quick payouts. Well so they say. I have recently realized this casino is the part of the same chain I’ve had problems with payouts as well. Didn’t realize they were all from the same company. I submitted my claim. They called me to confirm payout on the 14th which really impressed me. They said they were pushing it through. Fast forward to the 19th and I was communicating with a VIP rep who said it wasnt sent through but he was going to get it paid the 20th. As of the 22nd still not paid. I reach back out and another VIP rep says it delayed but I would need to speak to another rep who of course isn’t available. This is a constant thing with them. I have requested to close all my accounts numerous times with all their different casinos and they tell me only my rep can. I would have a text chain with him back and forth and as soon as I ask to close my account he never response and switches numbers. They are truly preying on us that might have a harder time not to gamble. They are not on the up and up. Back to the payout it was approved already just no payouts yet. If you could assist in getting my payout I would appreciate it. I would review these sites and list as not good sites. Personally…they use excuse after excuse. Thank you.

Dear neverontym,

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

I need to correct the amount. Total amount owed is $5000 not $2500.

I am also verified. Have t received a payout from them specifically but their other site I have. They have already approved my account, payout and personal information.

Wanted to include the pictures of the screen shots of my conversation today which are just duplicates of all other conversations about this. The VIP rep that ends up making you the promises is never available when it comes to answering to their own promises.

Dear neverontym,

Have you received your withdrawal from the casino yet?

No I have not.

Yes I received my first payment this morning. Still have $2500 to go.

Thank you very much for the update, neverontym. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I received my last payment. Thank you for your help. I really appreciate it.

Dear neverontym,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru