Withdrawal pending due to verification and address update

Dear AskGamblers Complaint Team,

I would like to submit a complaint regarding a delayed withdrawal that is currently pending due to an ongoing verification and address update process.

On 04.02.2026, I won a total amount of €5,780 and requested a withdrawal on the same day. At that time, my account was already verified. Shortly afterward, I updated my address because I had moved. Since then, I have been informed by the operator that my withdrawal cannot be processed until my address change has been reviewed and approved internally.

Following the operator’s instructions, I submitted all requested documents, including identification, proof of address, and payment verification. The documents I provided reflect my current address. However, I was informed that as long as my profile address has not yet been updated in their system, documents may be rejected if the address shown on them differs from the address currently stored in my account profile. Since the address change must be processed by the operator internally, I cannot complete this step myself.

Each time documents are submitted, I am informed that review may take up to 48 hours. However, this review period appears to restart repeatedly, which has resulted in a prolonged verification process. I have not yet received confirmation whether all documents are accepted, whether additional documents are required, or when my case is expected to be completed.

I would like to clarify that I have followed all instructions given by the operator, submitted all requested documentation promptly, and remain fully willing to cooperate and provide any additional information immediately if needed.

What I am requesting

I respectfully request assistance in resolving this situation by helping clarify the status of my verification and facilitating the completion of my withdrawal, provided that all requirements have been satisfied.

Available Evidence

I am able to provide supporting evidence if required, including:

Screenshots of support conversations

Proof of document submission

Time-stamped communication records

I confirm that this complaint concerns a single issue only, and that all information provided above is accurate to the best of my knowledge.

Thank you for your time and for reviewing my case.

Kind regards