Slottyway Casino - Вилучення гравця відкладено.

Hello,

A few days ago, an advertisement popped up to register at a new casino. I completed the registration and made my first deposit. I played through the wager requirements, all according to the rules. When it came time to withdraw, they requested a bunch of documents. It took me 4 days to gather all the necessary documents. Once I uploaded everything, I received a message that I could proceed with the withdrawal.

According to the casino rules, the withdrawal review time is up to 36 hours. However, 36 hours have passed and there's still no withdrawal. I've been trying to get in touch with the online support, but they all seem to have disappeared. What can I do in this situation? I've attached screenshots of all my actions for reference.

Здравствуйте. Несколько дней назад выскочила реклама зарегистрироваься на новом казино. Прошел регистрацию внёс первый депозит. Отыграл вейджер,все по правилам. Пришло время выводить,запросили кучу документов,4 дня понадобилось что бы собрать все документы. В итоге когда загрузил все необходимые документы,пришло сообщение что теперь могу делать вывод. По правилам казино,время рассмотрения на вывод занимает до 36 часов. В итоге 36 часов прошло а вывода все нет. Пытаюсь связаться с оператором онлайн, так они все куда-то пропали. Что можно сделать в этой ситуации? Оставлю.закрепленные фотографии на все действия.

Dear harrmony130890,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear harrmony130890,

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.