First of all - I read the withdrawal terms for this casino and expected that some delays will be encountered. However, I feel that the casino management purposely delays the processing beyond the terms stated on the website.....for example - the approval process takes 7-10 days. I submitted my identification documents on the same day that I have requested the withdrawal and awaited the approval - on the 8th day, the withdrawal was rejected because they have claimed not to have received my documents.....Upon discussing this issue with online customer service and providing the trace # of the email with the documents, it was confirmed that they have been in possession of the documents from day one. After the original rejection (after 8 days), I needed to re-submit the request and wait another 7-10 days. Today is day 13th and I have not heard from ANYONE at the casino. Online customer service says "you will be contacted, do not worry". Emails sent receive 5 days reply notice but nobody bothers to respond even after 5 days pass.