Kaulana Casino - プレイヤーの2つの引き出しが遅れています。

i Submitted two withdrawals of $2000 still pending approval before being verified on the casino  Once verification was approved I have submitted another $2000 withdrawal and none of them have been looked at. I have contacted live support and through email multiple of times with no one wanting to actually help. 48 hrs for approval of withdrawal Is what one email said but am still waiting. 

Dear Katrina,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How many days ago you have requested your first withdrawal? 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Additionally, could you please advise which payment method you have chosen and confirm that your account verification has been completed successfully? I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Please keep us updated.

Best regards,

Petronela

Thank you very much Katrina for providing all the necessary information. I will now transfer your complaint to my colleague Kristína 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.

I would like to ask the Kahuna Casino to comment on this case. We would like to know, why Katrina's withdrawal hasn't been processed yet and what should she do in order to successfully receive her winnings.

Thank you very much.

Hi what happens now if the casino doesn’t reply?

Hi Katrina,

We will have to close the complaint as 'unresolved' which will have a negative influence on the casino's rating and the complaint will be shown in the casino's review.

We are extending the timer by 7 days. 

Hi Katrina,

I apologize, but 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’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

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

The casino can reopen this complaint anytime.