FashionTV Casino - Delayed withdrawal process

UNRESOLVED
posted on April 27, 2016.

Hello

I made deposits and played at Fashion TV Casino and I won. I havent been playing with any bonus.
I made a withdrawal the 22 of march 2016 for 4500 euros but I still havent got the money.
I have sent them the documents they asked for and those where approved the 15 of march.

I have also sent them 2 emails wondering whats happening to my withdrawal but they dont reply.
I have been on the chat almost everyday and they inform me that my withdrawal will be escalated and that its the finance departements top priority but still nothing happens.

Now I dont know what to do so I hope you can help me.

AskGamblers
posted on May 2, 2016.

The case has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more chance with the hope that both parties involved into the dispute will manage to reach to a satisfactory resolution.

posted on May 5, 2016.

I have been on the chat almost everyday now and I get the same answers as I read on the other complaints here. The chat claims that they dont get any information from the finance departement which I think is very strange. If the finance departement dont give the customer support any answers for a month then something is very wrong or they are just lying.

This is the standard answer from Michael, Luciana or Savannah:

Michael - Thank you, just give me a moment.
I was not able to find any new information about your withdraw, at the moment it is still in process by our finance department. We have escalated several times reuqest for information why there is such delay with finalizing the cash out but we are still waiting as soon as we have any new information you will be immediately informed.

I have been given this promise for about a month now.

posted on May 9, 2016.

Tried to get some answers today again but gets the same answers:

- Thank you for holding. We are working on your withdrawal request. We are trying our best to speed up the process. You will receive your payments as soon as possible.

I ask to chat to a manager but there are none available but they will contact me as soon as possible. When I ask when they are available the chat dont know.

When I push them and write that I demand an answer I only get this standard answer:

-I wasn't able to find any new information about the cash-out request. At the moment it is still in process by our financial department. As soon as we have updates we will get back to you.

and:

- I can assure you that all of your request have been forwarded. As soon as we have new information about your withdrawal request we will contact you.

How can this behavior be legal?

AskGamblers
posted on May 25, 2016.

The case has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one last chance with the hope that both parties involved into the dispute will manage to reach to a satisfactory resolution.

posted on May 25, 2016.

My withdrawal is still pending and now it has been over two months. The chat still promise me that they work with it and that it is their "top priority" but nothing happens. The financial departement dont answer my emails and I cant chat to a manager or supervisor.

I have found Gaming Curacao, Gaming-Curacao.com, that holds the license to fashion tv casino. They have replied to my emails and I have now done a written complaint to them.
Because they are the license holder I hope that they can help me.