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Play2Win Casino - Withdrawal still not processed after 15 days

Complaint Info
Disputed casino Play2Win Casino
Reason Delayed payment
Posted on May 20, 2014

I submitted a withdrawal request for £1000 on May 1st, but it has still not been processed. Every time I phone or go on live chat to inquire about this I am told that my account is in good order, and my verification documents have been accepted, but that they cannot tell me when they will process my withdrawal.

My withdrawal is still listed as available for reversal, even though they state that reversals will only be available for 24 hours.

This is an entirely simple case. I have complied with every rule and regulation, there are no complications with deposit or withdrawal methods, no problems with verification or bonuses, just a simple withdrawal request which has not been processed, with no reason given.

Posted on May 20, 2014

They eventually paid me, after 19 days.
In the meantime my emails were unanswered, as were my requests for a casino manager to call me.
No explanations or apologies were given for the delay, so I am unsure whether it was as a result of my constant inquiries on live chat, (where I was always told "I do not have that information" when I asked when my withdrawal would be processed), or as a result of the complaint via this website, but I am pleased to say that I have been paid in the end.

Posted on May 20, 2014

Dear player, we are to hear you have the courtesy, stating you got paid.

Casino management have received confirmation only on the 7th regarding the requested standard security documents, you have been asked to provide us with the standard payment documents for verification (a scan of the front and back of a government issued ID, a fax-back form filled, bill, credit card) have to be approved by the financial department, for security reasons.
In this case, your documents have been approved by our financial department on May 7th.

Or, according to the article 1.8.4 of the casino Play2win's terms and conditions: "The maximum sum of a single withdrawal is $2000 USD or the equivalent of $2000 USD in any given currency. Larger sums will be paid in installments $2000 USD, but will not exceed $10,000 USD per month. Only once an account has been verified with the required documentation, will the withdrawal be approved. Withdrawals can and may take between 24 hours – 14 business days to be approved, subject to the amount of time it takes to fully verify all withdrawal documentations"
So we still are in the deadline written on our terms and conditions because only 7 business days past since the approval documents.

Dear player, we highly recommend you always contact directly our customer support to have your questions answered there. Forums are not the place to have these support questions answered.

Posted on May 20, 2014

I would not have had to turn to a forum to have my questions answered, had my emails been answered (none were), had I had the phone call I was promised from the casino manager yesterday (I didn't receive it), or had any of the customer service agents to whom I spoke on either the phone or live chat been able to quote to me the tens and conditions which you have just stated.

I acknowledge that you have paid me, and that you have complied with your own terms, although the amount remained available for reversal for the whole 19 days despite the indication that withdrawals will only be available for 24 hours after the request has been submitted.

It still took you 13 days from the point at which you verified my documents to process my withdrawal. Whilst you might state that you have complied with your own terms and conditions, I do not consider that the vague and uninformed responses I received, nor the length of time which you took to process my withdrawal, to constitute good customer service.

However, the end result was that I did receive my money. Other users of this forum have declared that you are a fraudulent company, and I would not share that view. My experience is that relative to other online casinos your withdrawal times are slow and customer service leaves a lot to be desired.

My hope would be that for the enjoyment of your other customers you look to improve withdrawal times and your customer service.

Posted on May 20, 2014

We appreciate your patience but we also want to point to our terms and conditions, that are very clear here. Obviously we are always there for our customers and we constantly improve our user experience also with your help. So again, we appreciate your positive review here and we are looking forward to continue providing to you and our other customers the best possible online casino experience.

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