Casino has consistently delayed my withdrawal

I purchased several packages on the site DingDingDing amounting to over $680 which included gold coins and "Sweepscoins." Sweepscoins allow the user to redeem for cash or cash equivalent prizes if won after playing a game. I won about 900 Sweepscoins in prizes from games played. I proceeded to request a redemption request. After 3 weeks of the request still processing, I enquired about the request and was told "due to changing regulatory laws in the US. Sweepstakes promotions & Sweeps Play will no longer be available. Since laws now prohibit use of sweepstakes, we are obligated to abide by these laws and no longer offer these types of promotions." This was false and meant that they did not abide by their TOS. I asked for a refund due to breach of contract and was told the purchase was non-refundable. I additionally requested chargebacks from my debit card but the bank sited with DingDingDing. The site is now shut down and inaccessible.

On 1/31/25, I won 5,000sc ($5,000) on DingDingDing (DDD) and submitted my redemption request in the amount of $5,000. That same day, I received an email confirmation from DDD acknowledging they had received my redemption request. This was not my first redemption request and I had completed phone verification in the past, so per their written communication, my future redemptions would "be issued automatically." They concluded their email response with "We are committed to make your redemption process as easy as possible. Once approved, ACH transfer can take up to 7 business days. Should you have further questions, please do not hesitate to email or call us at any time."

Days passed and I received no additional communication or contact from DDD. I contacted customer service by phone (1-800-971-0734) several times to request an update on my redemption request - each time that I spoke with a representative I was advised that DDD was currently processing a high volume of redemption requests, and they were unable to provide me with an approximate timeframe of when my request would be completed.

On 2/13/25, I received an email from DDD advising that in order to process my redemption request, I would need to sign a Redemption Consent Form, which they attached to the email. I completed the form and sent it back to them as requested. Over the next few weeks I contacted DDD via telephone and email numerous times for updates, and continued to receive vague responses such as, "We've been swamped with big winnings and high redemption rates lately", and "we are working diligently to ensure you receive your redemption as soon as possible." DDD sent me multiple responses reassuring me that my redemption request was currently being processed, stating they expected it to be completed "shortly," or "soon."

On 3/31/25, DDD emailed me and congratulated me on my winnings, advising that my submission had been successfully processed, and that the transfer would take approximately 3-7 business days and would be listed under "Living Pixels Studio LLC."

On 4/1/25, I emailed back to ask for clarification on the funds transfer, and was then advised that my request had been submitted for "final approval" and that once approved the funds would be sent to my bank account.

So just to reiterate, on 3/31/25 DDD congratulated me on my winnings and told me my submission had been successfully processed, but then the very next day, they reverted back to saying my request was submitted for final approval.

On 4/1/25 I tried to contact DDD support via telephone, as I had done so many times in the previous weeks. I was shocked to discover that the phone number was no longer working. I was no longer able to connect with a representative; the phone line just rang busy. I logged into my DDD account to discover that my redemption request was no longer showing; instead there was a message displayed that said "Due to changing regulatory laws in the U.S, Sweepstakes promotions and Sweeps Play will no longer be available. Gold play Social Gaming is still available for your enjoyment." Upon seeing this message, I emailed DDD to obtain additional information and received an email response back with the same message about "changing regulatory laws," and they additionally stated: "Since laws now prohibit use of sweepstakes, we are obligated to abide by these laws and no longer offer these types of promotions," and concluded their email by saying "any pending redemptions will be reviewed in accordance with our Terms and Conditions."

I continued to seek assistance via email since their customer service phone number was no longer in service. I submitted emails on 4/1, 4/6, and 5/11, and continued to receive email responses from DDD confirming that my requests were received and being reviewed, and to call 1-800-971-0734 if I needed immediate assistance. As such, they continued to mislead me by directing me to a non-working phone number.

On 5/4/25, I received an additional email response from DDD restating that they are no longer offering sweepstakes promotions. Noticeably omitted from this email was the statement they had initially made that “any pending redemptions will be reviewed in accordance with our Terms and Conditions (stated in their email from 4/2/25). Based on this response, it is apparent that DDD has no intention of issuing my payment.

My demand is this: I would like DingDingDing to pay me for my winnings that I am rightfully entitled to: $5,000. I won and submitted my redemption request back on 1/31/25, months before DDD communicated a "change in regulations." They prolonged my payout for months, telling me that it would be processed "soon," or "shortly" while attributing the excessive delays to a "high volume of payouts" they were processing. DingDingDing needs to be held accountable for their mishandling of this issue, and they need to follow through on their commitment to issue my payment. Their actions are unacceptable. I won and submitted my redemption request months before DingDingDing communicated this change in regulations, and I deserve and am owed my payout. I have attached relevant correspondence to support the details included in my complaint.

I had $130 pending cashout and I was one of the last people to speak with customer service before they shut thier phones off. They tried to ensure me that redemption were behind - I had requested the redemption march 8 and the last I spoke with them was April 1. I received blank email confirming the redemption like many others

It’s been over a month and I haven’t received my redemption. I’ve emailed several times only to get a bot to respond saying support team is working on it. Tried calling only get a busy signal. They also owe me $300 which I couldn’t redeem until the $900 was deposited. A total of $1200. I’ve called emailed with no answer or explanation

I've been waiting for a redemption of $2,000 since March 22, 2025. This was before DingDingDing went rogue. I've contacted their support through email several times and I keep getting the same copy and pasted response. The phone they provide for immediate assistance is no longer a valid phone number. There is no more live chat support on the site. I'm fully verified.

If they aren't going to honor my redemption, I wish they would just tell me. There is no way to contact them directly and I'm sure there are thousands of people in the same dilemma that I am in.

I just want what they owe me. I redeemed before the law change. I attached evidence of this.

I redeemed $100. In late March. On the 21st I was asked by ddd to provide a photo of the card I used to deposit. I gladly did as requested. I have redeemed many times these in the past.
Once I sent the images, which was done as quickly as possible, in less than an hour, I was assured the payment would be processed within no more than 14 days. When I went back to the casino to check ✅ on the progress, I noticed something had changed with the casino. There was no longer a redeem button. It turns out that ddd has stopped allowing US players to play with or redeem sc coins 😔 n their site.
I contacted them again but got a response saying that I was trying to go to the front of the line. I was told I had to wait my turn. I asked them if they had read my letter because nowhere in it did I pressure anyone. I mentioned that I was able to get paid fro other casinos in as little as a half hour up to 3-4 days on a regular basis. I mentioned that. Would play there more if they could just make their payments in a more acceptable time frame. I can attach the emails between us if you would like to read the exchang s we had.