Payment and contact issue

A little over three weeks ago, I played at this online casino using a first deposit bonus. I won a total of €42,763, which I decided to withdraw. I inquired with the casino whether they had a maximum withdrawal limit, and they confirmed that there was none. I can provide screenshots of these conversations as evidence.

The website was not user-friendly enough for me to upload my documents, so I sent them to the casino via email as instructed by their live chat support. However, I have not received any response from them by email regarding any of my inquiries. I have also followed up via email about the status of my withdrawal. I’ve contacted the live chat nearly every day, but they keep giving the same response: that there is a large queue for withdrawals and that the live chat agents do not have the ability to process withdrawals. Every single time, I receive the same response, yet nothing seems to progress or improve.

It has now been 24 days since I requested my withdrawals. Since the casino only allows withdrawals of €2,000 at a time, I made a total of 21 withdrawal requests (20 of €2,000 each and 1 of €763). I can provide images of my withdrawal requests and deposits. I had no issues with my deposits.

To sum up, I’ve done everything within my power, but the online casino appears to be taking no action on this matter. I have been cooperative with the casino, submitted all required documents for the KYC process, and played according to the casino’s rules.