888Starz Casino - プレイヤーが賞金を受け取れずにいます。

I deposited €810 on the 6th of April, I tried to withdraw €1280 and they asked me to send the documents, I sent them, I've been waiting for them to answer me since then. Will it take a long time?

At least I would appreciate it if they refunded my deposit money!

Depositei 810€ no dia 6 de Abril, tentei retirar 1280€ e pediram-me para enviar os documentos, enviei, estou desde então a espera que me respondam. Vai demorar imenso tempo?

Pelo menos agradecia que me devolvessem o meu dinheiro de depósito!

Dear etrue1995,

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

It's taking a long time to verify the account

Estão a demorar imenso tempo para fazer a verificação da conta

Received payment, but they closed my account without any reason.

Pagamento recebido, mas, fecharam a minha conta, sem qualquer motivo.

Dear etrue1995,

I'm glad to hear that your withdrawal has been processed successfully. Unfortunately, we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. As long as the casino paid out the remaining balance, we do not investigate the reason behind closed accounts.

Since the main issue - delayed payment, has been resolved, 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