Игрок считает, что вывод его средств задерживается.

I initiated a withdrawal on May 24, 2024 for the amount of $100. It takes 3 business days to process on their end and then it goes to Trustly who process it and sends to bank account. I contacted them after I didn't receive it and was told by two different agents that it was to be processed by Trustly on June 3rd, 2024 and it can take up to 24 hours to show up in my bank account. It is now June 5th and still no funds and no answers to my emails. Two agents gave me 2 different timelines.

Dear Raven79,

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 Raven79,

Have you received your withdrawal from the casino yet?

Hi Kristina,

Thank you for following up with me. I haven't received my withdrawal yet. I've done withdrawals in the past with no issues. My account is fully verified as well.

I received a withdrawal that I made on May 28th through Skrill, so it’s no issue with my account. There is something going on with that withdrawal from May 24th.

Thank you for your reply, Raven79. Before we proceed with this complaint, could you please post the casino's website link here in this thread?

Dear Raven79,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.