I requested a withdrawal for $5,000 on 13.05.17. To date, this has not been processed. I am aware of the 1-5 working days terms and conditions as stated on the site and this has now been exceeded.
I have followed this up daily and each time been told the following statements;
We appreciate your patience, there is a large number of withdrawals at present
Your request has been escalated and is with the finance team
The finance team are aware of your withdrawal and are working on it
You will receive contact asap
I have requested to speak to the relevant person to make a complaint that the site has breached their own terms and conditions regarding processing time, but have not been able to escalate the complaint. I have not received any correspondence by email or phone.
I have seen many complaints here for the same issue, with the same responses being given to players. This site is not complying with their own terms and conditions. In general 5 working days to process a withdrawal is longer than other casino's I play at, but to not even be able to keep to that timeline is extremely poor practice.
I have also seen that players are not paid in full e.g. $1000 per week. If I am offered this solution I am not satisfied with this either.
I think it is important to raise these issues and make players aware that this casino is not following it's own terms and conditions, it is not good enough to easily take players money, but not be willing to pay winnings within the stated time frame.
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