I have been waiting to redeem my game winnings for almost 30 days; initial request was sent/received on 8/12/25. Regarding redemption, their policy states:
“While we typically process redemptions within 24-72 business hours, processing can extend up to 14 business days under certain circumstances.”
But every-time I have reached out to them to inquire about the delay, they have altered & extended the waiting period to the following to justify the delay:
1- 24-72 hours
2- Up to 14 business days
3- Over 30 days
** over 30 days now?? Understanding no time frame now is quoted; it can take forever lol
I have must of talked with them on their live chat at least 15-20 times, but for the sake of keeping complaint short & brief, I’ll attached below the 2 separate times I reached out through their email support to inquire for a reason as to why the delay; the last one interacting with a supervisor.
1- 8/21/25 (7 business days)
Casino replies (summarized): “While we typically process redemptions within 24-72 business hours, processing can extend up to 14 business days under certain circumstances….. If your redemption exceeds 14 business days, you can request escalation for a manager review.”
2- 8/29/25 (14 business days)
Casino replies (summarized): “ I’ve checked on your redemption, and it’s still within our standard processing time.
While we typically process most redemptions within 24-72 hours, our Terms of Service do state that certain circumstances, such as verification reviews, high redemption volumes, or compliance checks, can take longer than 30 business days.” **
** over 30 days now?? What does that mean now? No time frame now is quoted; it can take forever lol Also the manager that replied with the underlined notion that I should not be asking about delay since by his opinion, I am still during the expected waiting period; but they were the ones who had advised to reach out to them after 14 business days - leaving to assume any time after that time frame is not normal.
I’m almost at my 30 day mark and no progress; my redemption still is showing with the same status since day 1 of submission: pending.
Ask gamblers was very helpful for a previous complaint I submitted with another casino; I am asking for your assistance one more time please.
