CryptoLeo Casino - プレイヤーの出金リクエストが遅れています。

I had deposited 100 euros and won 600 euros from a game without using a bonus and upon withdrawing my money i was asked to verify my account which i did and it showed as account verified. Then i was asked to provide another document for my identity verification which i gave and my account is fully verified now. I have been trying to contact the email - support@cryptoleo.com since yesterday but they haven’t replied yet. I don’t understand why they are not accepting my withdrawal even though i have verified my account already. Could you please request the casino to process my withdrawal as fast as possible please as i have been trying to withdraw my money since 17th.

Dear Shreeya11,

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 the 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, please, let us know and we will intervene and try to help you. 

Thank you in advance for your patience and understanding. 

Best regards,

Tomas

Dear Shreeya11,

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.