Subject: Formal Complaint Regarding Delayed Withdrawal and Urgent Request for Assistance
On September 3, I deposited funds into my account and began using your platform after reading information online indicating that your website was a trustworthy and reliable platform.
I would like to make it clear from the outset that, for me, this has not been a simple or ordinary gambling experience. I am an impulsive gambler and I struggle with controlling my gambling behavior. As a result, when I started losing money, instead of stopping, I repeatedly deposited additional funds in an attempt to recover my losses. The scale and speed of my transactions demonstrate how serious the situation became for me.
Within approximately one hour, I wagered around $48,000. It was an extremely volatile period, with significant ups and downs, and I ultimately ended up losing approximately $1,000.
However, at this point, my primary concern is no longer the gambling loss itself. My most serious concern is that I am currently unable to withdraw my own funds.
When I attempted to withdraw my money, I received a “processing error.” I immediately contacted your live support team, and I was informed that I was required to complete a KYC verification process before my withdrawal could be processed.
I fully cooperated with this requirement and provided the requested information and documentation in order to complete the KYC process.
Despite doing everything that was requested of me, four days have now passed since completing the KYC process, and I am still waiting for my funds to be released.
What makes this situation even more concerning is that I have contacted your live support team every day, yet I continue to receive essentially the same response. I am repeatedly told that my case has been forwarded to the “relevant team” and that they are unable to provide me with any timeframe whatsoever.
If a platform is willing to accept deposits, allow users to conduct transactions involving substantial amounts of money, and require users to complete identity verification, then it is reasonable for the same platform to provide a clear explanation and a reasonable timeframe when a user attempts to withdraw their funds.
In my particular circumstances, this delay is having an extremely serious financial and psychological impact on me.
I genuinely need this money. Having my funds held indefinitely while being given no meaningful information about when I will receive them is causing me significant financial pressure, anxiety, and distress. I was already going through an extremely difficult financial period as a result of my impulsive gambling behavior, and being unable to access my remaining funds is making the situation considerably worse.
I trusted the information I found online regarding the reliability of your platform and deposited my money accordingly. It is therefore extremely disappointing that, while deposits were accepted without difficulty, I am now being left waiting for days when I attempt to withdraw my own money, without being provided with a clear explanation or even an estimated completion date.
I am therefore requesting an urgent and specific response regarding the following:
Please explain the exact current status of my withdrawal request.
Please explain why my withdrawal has still not been processed four days after completing KYC.
Please provide me with a reasonable and specific timeframe for when my funds will be released.
I have contacted live support every day, and receiving nothing more than a generic response stating that my case has been “forwarded to the relevant team” is no longer sufficient.
I believe I have the right to know where my funds are, why they are being held, and when I can expect to receive them.
For your review, I have also included below the transaction details for the Solana deposits I made:
Solana Deposits
1. Hash: 3edXwEppCD7V6ubXG7f2QVd72keU4bLGH5g2tT9Fk56yK4r9rp9Lx2aJhugyTaP4ZCaGLNSxabhdfJnxmVA2zJzg
- Amount: $1,000.69
- Timestamp: 09/03/26 11:45 PM
2. Hash: 6YEH5QxoND7xqBeyjPrApUgZsYSdgpj7isnUNqJNwsyR8nC5u8mCtxZSZpbSdC3GvApiRG2wuhgRyaX7GzEpqMt
- Amount: $2,001.31
- Timestamp: 09/04/26 12:03 AM
3. Hash: 4bApzgvoqYUPcsvhvWJU5KzqSv92U3TLWeavJyyRx7NcRmQHpahpThDr6VNoXYNgCqqt41f7Xaugg9PmF5xBgEva
- Amount: $2,002.56
- Timestamp: 09/04/26 12:05 AM
4. Hash: 3xZLgvctadAP3sGwCy7w9MqA6zuqsK8sB5cWU9KDumhg4vesXr9RCp4xighgpvgrJQQuHh4jZLsphGpPvoCfbMRy
- Amount: $4,996.36
- Timestamp: 09/04/26 12:07 AM
5. Hash: 4nZG5ABLemGVwzgLxPUT8Nehc5pmnctk8x2CCbB6B9D6PjbBigJ41zW5BU132DHJoB4hEvqEZzyDgDxmEDH8f81m
- Amount: $4,890.70
- Timestamp: 09/04/26 12:10 AM
All of these transactions represent genuine deposits made by me and can be independently verified on the blockchain.
Finally, I strongly request that this matter not be treated as merely a routine processing delay of a few days. This money is genuinely important to me and I have an immediate financial need for it. The uncertainty surrounding the release of my funds is placing me under considerable additional financial and psychological pressure.
I deposited money with your platform because I believed the information I had found regarding your reliability. At this point, I am simply asking your company to demonstrate the same level of trustworthiness toward its users by providing a clear, transparent, and prompt resolution.
Please escalate this complaint to the appropriate department immediately. I do not want another generic response telling me that I simply need to wait. I am requesting a concrete explanation of the actual status of my withdrawal and a realistic timeframe for its completion.
I respectfully request that my funds be released and paid to me as soon as possible.
