First of all, they have written under "about us" that they always aim to process withdrawals within 24 hours. This is what is most important to me so it convinces me to make a deposit and try this casino out.
I am lucky enough to win around 40000sek, only to find out that the daily withdrawal amount is 5000sek. I think ok thats disappointing but atleast I'll get it all out in 8 days.
I make my first withdrawal of 5000sek on satuday the 22nd, and on monday the 24th I get it cancelled.
I turn to support and ask for the reason why. They tell me that I have to divide my withdrawal into 2. Two seperate withdrawals of 2500sek each. When asking why, all I get in short is: "The finincial department requires it"
I also am curious as to why my withdrawal took so long to begin with. Most casinos that have BankID login has direct withdrawals.
They tell me that it can take up to 3 working days cause the 24 hours they aim for is actaully 24 working hours. And since they only have staff there between 9-6, then only 8 hours of every day counts. And the weekends don't count at all.
With this new information I am realising that to get all my winnings out will take way more than 8 days. But it gets worse.
Monday passes, tuesday passes and on wednesday i get 2 e-mails saying that my withdrawal has been processed. I'm thinking it's one for each 2500sek. On thursday, 2500sek shows up on my bank account, making me wonder where the other 2500sek is.
I log on to their site, only to see that my other withdrawal of the other 2500sek that i made at the same time is still pending. I ask support why they both werent accepted at the same time, to which they respond: “The casino administration reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the method of withdrawal, your account level or other relevant factors.“
Today, friday which is 6 days after I made my first withdrawal request, I finally get the other 2500sek. So it definitely didnt take 24 hours like it says on their site. It didn't even take 3 working days like they said in their support. And now another weekend is coming up so my next 2500sek probably wont be accepted until next week. My total amount will take a very long time to withdraw in full.
I ask them how i climb the vip stages hoping that it might hurry it up. I am asking why it hasnt moved even 1% towards the second level after I've played for probably a few hundred thousand sek. They just tell me to play more and when i ask for futher details he can't tell me because it's "private information".