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I made a withdrawal request on Saturday 14th of December at 20:39 for £1000.

It is now Friday 20th December and 90 business hours have past and it still says ‘Pending’ and the live chat tells me to wait for an update.

The last time I made a withdrawal, was on a weekend and I received the funds by Tuesday night. 

I was told the approval takes from 60 minutes- 24 hours then a further 72 hours for withdrawal process but it’s still nearly a week and nothing appears to have changed since I made the request. 

whenever I contact live chat they just tell me to wait and apologise for the delay, and sometimes the operator can take longer to check the withdrawal request if further check is needed.

im fully verified and I’ve successfully withdrew the same amount (£1000) in the past.

i had a small active bonus at the time which but my balance wasn’t locked to this bonus and I was able to redeem it.

Dear Helterskelter22,

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.