Two complaints
First, my withdrawal that I requested on September 1, 2026, for $700. Every day, I am corresponding with the email support complaint department and live chat, and they say the same thing for 17 days: that it is being processed and will be processed shortly. I have never played at a site where it took more than 5 days for a withdrawal to reach my bank.
Second, since June 2026, where i won then too and tried to withdraw $700 and noticed that my email was an old email they had, so I sent a support email and spoke to live support that my email had to be closed in December 2025 due to spam and phishing issues, as instructed by my bank in the fraud department. They currently have my old, closed email <email address removed> in my profile with them, and I wanted them to update it to my current and active email <email address removed>.
They took so long after I uploaded, as per their request, a selfie holding an ID. I emailed it to them and clicked on the link they sent me over 4 times in June. I sent them the ID and selfie just to update my email, and they delayed and delayed that i just played back my withdrawal and let go.
This is when, on August 29, 2026, I decided to give them a second chance and deposited. I checked my profile and saw my email is still the closed one, so I started corresponding with live help and the support email to update my email to the new one. Over 12 selfies with id i have submitted. Every time they ask for it i complied knowing I have already sent it multiple times. So now my deposit is in processing, and not pending. It has been in processing for over 17 days.
One time, over 4 days ago, I was told oh it was sent by e-money transfer to your old email that you closed <email address removed>. They said to call Interac support so they can give you more details. They lied because I called Interac support and spoke to Izabel in customer care, and she took my old email and said that even if my email is closed and no longer active, if they sent money to that email, she would see the notification from her end as rejected, as that email does not exist. She came back and said they never sent my withdrawal, as there are no notifications of e-money transfer to me.
So every day I reach out via email and live chat, and they keep saying the financial department is escalating this, and they never give me more than this. I am shocked that I am still waiting for a withdrawal and that a simple task of an email still waiting even now, and they have not done it.
Please help, as this is overwhelming.
