CasinoWin.bet - プレイヤーの撤退が遅れています。

Submitted a request for a withdrawal of £2491 on the 30th April, its now the 19th of May and haven't heard anything from the casino regarding it, they have said I should have recieved an email about my withdrawal but I haven't recieved anything. In live chat the only answer you get is 7-21 days to be processed, but that still doesn't answer if it will be in my account within 21 days. Really poor communication from the casino around the withdrawel and can't find this 7-21 days in their T&Cs anywhere. My account is fully verified and they got all the relevant documents.

Dear Shayne,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your chosen payment method was a bank transfer? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Sorry, yes my withdrawal method was by bank transfer, which on there site says 24h to 48 hr period, not 7 - 21 days like you get told in chat and I can't find the 7 - 21 day processing time anywhere on there website whatsoever. The withdrawal is still pending and nothing is wrong with the account I requested the withdrawal to. My account is fully verified and I have the emails from there verification team to prove so. My issue isn't so much with the time it is taking to get my withdrawal, its the total lack of communication from there side when asked a question and to where my withdrawal stands. But I'm skeptical as to whether or not I will receive it due to how hard it is to get an acceptable answer as to why its taking so long. Thanks

Thank you very much, Shayne, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Hello Shayne!

I will be taking care of your complaint from now on. I would like to invite representatives of Casinowin.bet into this conversation in order to provide us with any explanation of the withdrawal situation.

Been 21 days since today and still nothing, still has awaiting status. Asked on chat what's happening and fobbed off with the same old. "Your payout has Awaiting status. Checking financial, account, and game history is a standard procedure for all withdrawals. The withdrawal procedure length depends on many factors like the withdrawal amount, payment method, the number of requests our finance department faces on a daily basis and it could also depend on a bank, but we hope your payout will be processed soon."

We would like to ask Casinowin.bet to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Withdrawal status changed to accepted yesterday so I think it's just a case of waiting for the money to be sent to my bank account

Now my withdrawal has been cancelled, apparently because my ID has expired which it hasn't and my account is fully verified which was done on the 29th of April. Now waited over a month now I have to request another withdrawal

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the player's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by the player:

"I recieved my funds today on the 18/06/2021, first requested the withdrawal on 30/04/2021."

As the complaint has been resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.