African Palace Casino - Withdrawal taking forever

UNRESOLVED
jamesy71 Australia
posted on January 25, 2016.

I requested a withdrawal at Grand Reef Casino in Dec 2015 and it took a month to receive so I decided to play another casino instead. Not knowing they were connected I signed up to African Palace Casino and played a bit there, requested a withdrawal and its been over 3 weeks again and I haven't received it yet. It still shows as pending so it's still able to reverse. Support keep telling me that there is a lot of public holidays and lots of withdrawals to process. Yet I played at Euro Palace Casino(which according to online reviews has a slow rate of withdrawal) and I withdrew on Fri 15/1/16 and the money was in my account on Tue 19/1/16 so if African Palace was so busy doing withdrawals because of holidays and amount of withdrawals then wouldn't other online casinos have the same problem?

AskGamblers
posted on January 29, 2016.

Dear @jamesy71,

Any update regarding your complaint? Thank you.

jamesy71 Australia
posted on January 30, 2016.

I haven't heard from their finance team yet but it has been removed from pending status 2-3 days and is now "waiting". Once they process the withdrawal wouldn't it get sent to my bank within minutes and then have to wait a day or two for the bank to confirm it? It still hasn't shown in my account yet. I am sick of all the pretend excuses, is this legal for them to postpone payment for a month? Their live chat support said its a large withdrawal and takes longer, it would be a baby sized withdrawal for a casino that size

jamesy71 Australia
posted on January 30, 2016.

Oh it's $3500

posted on February 1, 2016.

Hi Jamesy,

Hope you are well.

Please note that we've taken this matter up with the pitboss/service manager and he will be i touch and ensure that this is resolved.

Best regards
Mario

jamesy71 Australia
posted on February 1, 2016.

still haven't had any updates, no emails, no calls, no messages. Still no payment in my bank account

jamesy71 Australia
posted on February 2, 2016.

Still no contact from them or anything in my bank. I went on live chat support to see if they could tell me anything, they said they can pass on a message to their finance team - that's it! They have been doing that for weeks, not even 1 email from them. This comment on here is the only attempt at contacting me and that took 5-6 days

jamesy71 Australia
posted on February 6, 2016.

Ok today was the first day they contacted me(other than the automated email on withdrawal request), after 35 days they are requesting ID documents which I was told by their live chat support that they would be able to use the documents I sent to Grand Reef as the finance team is the same people. Live chat support still cant explain to me why my withdrawal went from 'pending' to 'waiting' status about 10 days ago or why it took so long to email me. They just keep postponing and making up excuses, it sounds to me like they are going broke.