21/10/2018 I made a deposit 1520 euros and win 3500. Documents uploaded and my account was verified.
22/10/2018 I requested a withdrawal 3500 euros.
25/10/2018 the casino canceled my withdrawal and sent email
We Have News!
Please be informed that your withdrawal was declined due to the fact that your account has been randomly chosen for a Verification Process. This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, to make sure it is complete and legible, that the account information matches the paperwork and to review the account game sessions.
This is a random procedure and there is no pre-determined selection process, meaning that there is no way to anticipate beforehand which accounts will be reviewed. Please bear in mind that this procedure may be repeated more than once a year and every customer who requests a payout will be subject to this process at some point or another, even if they have all the corresponding requirements for a payout in order.
However, there is nothing to worry about. Feel free to request again your withdrawal at your earliest convenience and it will be reviewed once the verification is completed.Thank you for your understanding on the matter. For more information, please do not hesitate to contact us, we will gladly assist you.
25/10/2018 again requested a withdrawal 3500. Online chat does not say when the check will be completed.
Online chat :
Once the verification process will end, the request will be processed accordingly
Help with my situation.