Payment delayed for 5 months now
I submitted a request for withdrawal on June 7th for $600.66. After deducting the bonus amount of $262.55, the total payout is $338.11. I requested a wire transfer my to checking account. I completed the wire transfer form and submitted the it along with the required docs the same day. On 6/14 I received an email from Mary < surname removed > asking for info on my bank for the wire transfer so I provided it again. On 6/17 I received a confirmation email. On 6/24 I received an email asking for the required docs again so I resent them. I received an email shortly after thanking me and to expect a response within 5 days. I did not receive a response.
On 8/6 I checked my account on the casinos website and found that the $262.55 was deducted from my withdrawal and the remaining $338.11 was put back into my account. I immediately contacted their support and was told that they could not wire transfer to my type of checking account. This doesn't make any sense since it is just a standard issued account and there has never been a problem with other casinos. They said I need to request another withdrawal and that they would "escalated" it.
During all this time I had been calling support at least once a week to find out what the status was. They always apologize and say they will "escalated" it. On 10/13 I called and was told that the delay this time was due to a missing utility bill needed to verify my address. I told them that I had already submitted it twice and they asked if I could submit it again and check back in a couple of days. I submitted it again and received proof it was verified. I called on 10/18 and was told they still needed a utility bill to verify my address. I told him that I'd already submitted it three times they asked if I could submit it one more time and check back again in 48 hours. I submitted it again but at this point I'm done.
Please help. I have the chat transcripts and emails.
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