I have never had any problems with redeeming from this casino and have been a regular daily player for months now. I have redeemed up to $4000 before no problems. My account has been verified and any requested documents and or photos I've provided right away. Last week I hit a jackpot of $10000. I played back in $1000 then decided to cash out. I submitted a redemption request of $9000. Being the holiday weekend I waited and on Monday received an email from < name removed > requesting photos of every card I had ever used on my account and was provided a link within the email to upload the photos. I immediately went to submit photos and when the link wouldn't confirm the submission I immediately emailed the same requested photos back to < name removed > and no response. I have continued to email through the support email address listed on their website as well as the reply email address from < name removed >. I have submitted requests through their submitted a request form online and have tried calling the 1 telephone number that is listed. Still no response. Yesterday after not hearing anything back I decided to cancel the redemption request of $9000 and thought that maybe if I broke it up into separate redemption requests it would be easier for them to process. So I then submitted a redemption request for $4000 since that was the largest amount I had previously redeemed with no problems. Then submitted redemption requests for $1000 in various store giftcards that they offer on their website as an option for redemption. I then submitted another request to redeem $3000 and then played back in $750. All of the submitted requests are still saying "processing" and none have been paid out not even the giftcards. I still have not heard from anyone at all no responses through email or messages or phone. And now when trying to again submit requested photos of all cards to the provided link the link ends up giving me an error message and can not load.
It has now past the given time of 1 - 3 days that I would recieve my redemption in my bank and still havent been able to get ahold of anyone by any means. I've emailed and emailed and submitted REQUESTS and called and I've tried contacting through facebook, instagram, and Twitter but no luck. I read through all of their terms and condition and rules and anything on their website that's readable to make sure I wasn't missing something and to see if they have some other way of getting to speak with someone but they don't and there isn't anything I missed. So I'm still unclear why I havent been paid out.
