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I have been waiting since the 7th February so a month now, I have spoken to operators on the site which the same answer being that the account is being reviewed. We played and won and withdrew $500. Have had a payout in the pass with the same bank details and all documents verified also so there is no reason at my end why the funds are still pending withdrawal for well over a month now with no explanation. We have also emailed several addresses given by the operators on the support chat with not one single response back. I need some help as i am giving and feel they are just not going to pay out.

Dear Craig,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? 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, but more than a month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Craig,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi there, we are unsure on the reasoning behind the delay. We have been in contact with the live chat team daily concerning the delay and get the same response, payment on HOLD PENDING REVEIW.

No one is able to say whether this is because of my account, which has had payments paid out successfully in the past, or whether it is from the casinos side of things.

I am now having exactly the same problem with the Spin Palace casino website with $400 owing from that site.

If this is a casino problem wide spread then maybe they should stop accepting players deposits if there is a problem with the payout side of the deal.

Cheers Craig

Dear Craig,

Thank you very much for your reply. Unfortunately, I must inform you that casinos from this group do not wish to cooperate with us on resolving any complaints due to their strict GDPR rules. My only suggestion would be contacting their official ADR (Alternative Dispute Resolution) eCOGRA. Please let me know if you need any assistance in filing the official complaint. I wish I could be of more help. 

Dear Craig,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.