I forwarded all of my paperwork for validation on July 31, 2020. The Casino kept asking me for verification even after they gave me a transaction number saying they had received it. I responded to them telling them they already had my paperwork, and they still kept asking for it. Their representative acknowledged receipt of my paperwork and responded to my e-mail one week later. Delay number one.
The Validation form is irrelevant - I use BitCoin for all transactions. A customer service rep told me a year ago that BitCoin transactions process quicker.
Once the Validation form was received, a customer service rep informed me the withdrawal requests were approved and BitCoin had approved and that it would take three days for payout. It's been 7 business days.
My VIP Rep asked how he could help? I told him, he never responded and is now been out of the office for five days. I asked to speak with a Supervisor on each of my chats. And was told that a supervisor would not tell me anything different and they refused to connect me.
I have been told on several occasions that BitCoin processes more quickly. All of my transactions are to the same BitCoin Address and it is not restricted by normal banking processes.
It is now the 7th Business day - and no payout. No acknowledgement of the complaint, no responses to my e-mail (in spite of the fact that they have sent me the autogenerated e-mails saying someone will contact me in three days)
I'm disappointed and angry at the lack of response on their part, the delays caused by their continued requests for validation paperwork they already had, the complete non-response as promised in their e-mails, the unavailability of my "VIP REP," the refusal for me to speak to a supervisor about the lack of customer service. I have also used Cafe Casino - their games are just as enjoyable, and they can do a BitCoin payout within days, not weeks.
Thank you for your help,
< full name removed >