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Payment not made after 2 working days from account verification via BTC (expected waiting time of 18 working days !!)

Pagamento non effettuato dopo 2 giorni lavorativi dalla verifica del conto tramite BTC (tempi di attesa dichiarati di 18 giorni lavorativi!!)

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed 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.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

A bitcoin withdrawal is carried out on average in 24 hours! Therefore if I have deposited in bitcoin where my money disappears instantly and I ask for a withdrawal with the same method, the payment should be made in 24/72 hours at the latest and certainly not in 3 weeks !!

Un prelievo in bitcoin viene mediamente effettuato in 24 ore! Pertanto se ho depositato in bitcoin dove i mie soldi spariscono all'istante e chiedo un prelievo con lo stesso metodo, il pagamento dovrebbe essere effettuato al massimo in 24/72 ore e non certo in 3 settimane!!

Do I understand correctly that your withdrawal has been placed on the 5th of November?

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

Hello Nemokid,

I have reviewed your case and I can see in the casino's terms regarding withdrawals:

"The approval time may take fifteen - eighteen (15 - 18) working days starting the date authorization process was completed successfully. Processing a pending withdrawal requires authorization from the Fraud department as well."

It seems that even for quicker transactions such as those made with Bitcoin, it is the casino's approval process that takes time and will be the same regardless of payment method.

That being said, I will happily attempt to contact the casino to see if anything can be done to expedite your withdrawal.

Hi Adam,

15/18 days for a check and approval of a withdrawal I had never heard of them yet ... maximum 5 working days + 1 for processing = 6 working days absolute maximum time limit.

Thank you.

Ciao Adam,

15/18 giorni per una verifica ed approvazione di un prelievo non li avevo ancora mai sentiti... massimo 5 giorni lavorativi + 1 per l'elaborazione = 6 giorni lavorativi tempo limite massimo in assoluto.

Grazie, saluti.

Hello Nemokid,

I am now awaiting a response from the casino, I will keep you updated on any developments.

Hello Nemokid,

Are you still awaiting payment? I have so far had no response from the casino but will try again if you are yet to receive anything.

Hi Adam,

Unfortunately! They have not yet given birth to the payment of 100 AUD via bitcoin !!

Ciao Adam,

purtroppo si! Non hanno ancora partorito il pagamento di ben 100 AUD tramite bitcoin !!

Thank you for the update Nemokid.

I will attempt to contact the casino again, I am extending the timer by 7 days.  If they fail to respond within the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

OK thanks.

Ok, grazie.

Dear Nemokid,

I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I wish I could be of more help.

Best regards,

Adam