I've had a pending withdrawal since the 4th of October, I verified my documents on the 2nd, and I've contacted the live chat team several times. Every time I have been told something different, 'Yes your deposit is coming', 'It will be with you soon'.
Today I saw it is still not past the pending stage, so I contacted live chat again, below is a transcript of the conversation I had with 'Maria'.
Please wait for a site operator to respond.
Welcome to Live chat, You are now chatting with 'Maria', How may i help you?
Joel: Hi I'd like to know what's going on with my withdrawal, it's pending since Tuesday and that's ridiculous, my email is < email removed >
Maria: One moment please and I will check your account
Maria: Please be advised that we have faced a current problem with the payment processor
Maria: and withdrawals have a dely
Maria: im sorry about that
Joel: What is the problem?
Maria: we are waiting too so this technical issue to be solved on monday
Maria: technical issue with the payment processor
Maria: it is not our company
Joel: When can I expect a payout? I've asked several times this week via your livechat and I haven't been informed of this issue
Maria: it is a separate operator that we are cooparate with
Joel: So when can I expect my winnings?
Maria: and they informed us with this techical issue
Maria: i guarantee you that you will receive your withdrawal
Maria: we will repaid the players
Maria: but are waiting to give us the permission to use the system
Maria: you understand that this is a much hassle for us
Maria: trying to explain to players this situation
Maria: we do not know the when yet
Joel: I'm going to make a complaint on askgamblers, I can see that there are a lot of complaints on there
Maria: we are hoping within the next week
Maria: this problem it is the same with many company's that cooparate with the particular payment processor
Maria: so your compalint will not get anywhere
Joel: Then why was I not informed?
Maria: i have clearly explained you
Maria: nobody was informed
Joel: I've been paid out by several casinos this week no problem at all
Maria: not even us
Maria: pleas just be patient
Maria: and you will receive your withdrawal shortlu
Joel: So your casino that is responsible for handling deposits and withdrawals has no control over paying out?
Maria: i have nothing more to add
Maria: Thank you for chatting. Goodbye.
Chat session has been terminated by the site operator.
I have no idea what is happening now, and I will attach screenshots of the conversation as I was not allowed to email myself a copy of the transcript.
It's my first withdrawal so I was expecting the run around, but I have also provided an email proving I confirmed my identity.
This is the absolute worst service I have ever received.