Dear AskGamblers Team,
We would like to provide additional clarification regarding the player’s complaint.
The player successfully completed the verification process on July 6, 2026, and was notified about this by email.
We would also like to point out that the player repeatedly cancelled withdrawal requests. Each time a withdrawal is cancelled and then submitted again, the payment request is placed back into the processing queue. As a result, the original queue position is reset, which may naturally affect the processing time.
Despite the fact that the player repeatedly cancelled withdrawals, we still made every effort to process the withdrawals in a timely manner and in accordance with our Terms and Conditions and withdrawal limits.
For example:
July 6, 2026 — the player completed verification and was notified by email.
July 7, 2026 — a withdrawal of 700 DKK was processed, and the player was notified by email.
July 8, 2026 — a withdrawal of 550 DKK was processed, and the player was notified by email.
July 9, 2026 — a withdrawal of 750 DKK was processed, and the player was notified by email.
July 10, 2026 — a withdrawal of 650 DKK was processed, and the player was notified by email.
All of the above withdrawals were successfully processed from our side, and the player was informed about each payment accordingly.
We would like to emphasize that there were no violations of our Terms and Conditions from our side. We did not intentionally delay the player’s withdrawals, and all eligible withdrawal requests were processed according to the applicable limits and internal procedures.
The processing could have been even faster if the player had not repeatedly cancelled the withdrawal requests and re-submitted them, as this action resets the payment queue each time.
At the moment, there are no active pending withdrawals on the player’s account. All valid withdrawal requests submitted by the player were processed from our side.
Regarding the last withdrawal request of 100 DKK, it was not processed because the player submitted the withdrawal request on July 9, 2026, at 23:26 UTC, and then cancelled it approximately 30 minutes later, at 23:59 UTC. After cancelling the withdrawal, the player continued playing and lost the remaining balance.
Please also note that our Finance Department operates from Monday to Friday, from 09:00 to 18:00 GMT+3. Therefore, the withdrawal could not have been processed within such a short period of time outside of the Finance Department’s working hours, especially considering that the player cancelled it before it could be reviewed.
Based on the above, we confirm that there are currently no pending withdrawals on the player’s account, all eligible withdrawal requests were processed in accordance with our Terms and Conditions, and no breach occurred from our side.
Kind regards,
Mino Casino Team
