FestivalPlay Casino - プレイヤーの撤退が遅れています。

Hello,

This is regarding the casino FESTIVALPLAY. I initiated a withdrawal there, and I am fully verified.

However, they haven't paid out the money. It's been a week now. When I inquired via live chat, they could not tell me when the money would be paid out. They just said they would take care of it as soon as possible. But that doesn't help me either.

Regards,

Hallo,

Es geht um das Casino FESTIVALPLAY. Ich habe dort eine Auszahlung veranlasst und bin vollständig verfiziert.

Das Geld zahlt mir allerdings nicht aus. Das ist nun eine Woche her. Auf meine Anfrage im live chat konnte man mir nicht sagen wann das Geld ausgezahlt wird. Dort hieß es nur man kümmert sich so schnell es geht darum. Aber das hilft mir ja auch nicht.

Mfg

Dear Tekodi,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tekodi,

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.