Ag Awards
en - Withdrawal Processing too long

Complaint Info
Disputed casino
Reason Delayed payment
Posted on December 11, 2014

I had verify my identity and documents at 1 Dec 2014, it had approved and updated. So i was making my first time withdrawal at 7 Dec 2014. However, withdrawal policy is need take up to 72 hours. So i wait until today 11 Dec 2014, and i keep call and live chat. Same answer getting is very soon, we are processing it. Is already more than 72 hours and sometimes they say approved and is pending from neteller. I keep questioning on my status and they say still processing. Is they actually doing follow up or just entertain me? They had verify and approved my documents identity, why come to withdrawal still need to tale times process? I'm ao confident and trust to pay so much to play. But the withdrawal is really unreasonable to delay such a long time

Posted on December 12, 2014

Hi charncm,
Thank you for raising your concerns.
According to our records, the withdrawal was requested on 07/12 at 15.53, and was processed on 11/12 at 05.33.
As per our withdrawal policy, we strive to process all withdrawals within 72 hours. However, on this occasion, we did not meet our stated SLA and the withdrawal was slightly delayed.
Although this small delay can be attributed to the fact that it is an exceptionally busy time, we have nevertheless reviewed this matter with our Finance Department to ensure that we keep to our commitments in terms of withdrawal processing timeframes.
Best regards,

Posted on December 15, 2014

Can you please confirm that you received your winnings? Thank you.

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