I started experiencing delayed withdrawal issues since start of April 2018, however the usual delayed timeframe will never cross 24 hours which is acceptable timeframe for me personally. Recently for the past 1 week, i had multiple delayed withdrawals for XMR coins and was told by support that casino need to update it's XMR balance before they can send me the coins (which i guess basically means insufficient xmr balance). However, my last XMR withdrawal of 64 XMR coins (Approx $10,800 USD) have been pending since 5th Apr 2018 and up until now it is still pending.
I was given many reasons for my pending 64 XMR withdrawal. It was first told to me that XMR blockchain was having issues, then i was told it is under security check, then i was told that the technical team has to update the XMR system and so on... It was estimated by the support chat team that it would take a few hours, then a few days and i was told today it will take a week or so.
Nevertheless, on 6th Apr 2018 - i spoke to the Live Chat and was recommended to use BTC to deposit and play at the casino because BTC has no withdrawal issues. I deposited in total 6 BTC (Approx $41,000 USD) and won a fair share of money again. I submitted withdrawal for a total of 9.3 BTC (Approx $64,000 USD) and it got held in pending for more than 24 hours now. In total now, i have over $74,000 USD worth of withdrawals that are pending with the casino
I am feeling dumbfounded because of different reasons given by Ivy, Alexandar and Robert live chat support. Timeframe and reasons vary depending on who i spoke to, which is weird. As of now, live chat support feature has been taken off the website too.
I deposited hundreds of XMR coins and over 40k of btc. There are no issues with customers depositing then why are there issues with withdrawals? The reasons given are not logical and the reasons kept changing each time. Days have gone by and the casino is still accepting deposit and operating as per normal.
Delays for up to 24 hours is reasonable to gamblers. But delaying it by several days are unfair to genuine players, especially having their withdrawals put on hold while players have to deposit more after losing all of their balance. I have screenshots of conversation records with support team as well as screenshots of my account balance and casino transactions.
I seek everyone understanding on this matter , including AskGamblers, FortuneJack and others reading this post. This post is not to discredit the casino, instead this post is to resolve issues and hopefully the casino can set better SOP in future on how it's Support team communicate internally and externally with customers.