Misleading information from the casino representative

I would like to submit a complaint regarding delayed withdrawals.

I won approximately 700,000 HUF from a tournament (real money winnings, wagering requirements fully completed). Initially, I was able to withdraw a smaller amount (150,000 HUF), which was processed successfully.

However, the remaining balance has not been paid out.

I originally requested a larger withdrawal, but after waiting for weeks without progress, I cancelled it and requested a smaller amount (150,000 HUF) last Monday, hoping it would be processed faster. Despite this, the withdrawal is still pending.

Customer support has repeatedly provided inconsistent and unclear responses, mentioning “security checks”, “processing queue”, and “delays”, but no clear timeframe or explanation has been given.

Most recently, I was informed that everything is in order with my account and withdrawal, and that only processing remains. Despite this, no payment has been made.

I have already tried to resolve this directly with the casino, but the situation remains unresolved.

I kindly ask for your assistance in resolving this matter and ensuring that my remaining funds are paid out.

Thank you.

Helo!

I was playing on the site about a year ago. I'm VIP level 3, I dont have problems with the site, but now I have.

I submitted a withdrawal request on February 25, 13 hours.

I haven't gotten my money since then.

It's like 350-400 euros.

I talked with the support like 5 times.

They just say the same, be patient, etc., text.

Now I need your help, because I want my money. I play with raw cash, and I have cashed out before on the site.

I submitted the request for the first time its cancelled, I submitted again, and I have been waiting since then.

They dont explain why they cancelled it first.

The casino blocked my withdrawals when I had a pending withdrawal of €500, requesting identification verification before processing it.

The casino requested the following documents:

A selfie photograph.

A photo of the front and back sides of the customer’s ID card.

A selfie while holding the ID card, with the casino’s website clearly visible in the background

Proof of permanent residence, such as a utility bill from the last three months or a bank account confirmation from a physical bank.

All of the above have already been submitted in full detail, including:

A selfie,

A selfie holding the ID card with the casino’s website open on a laptop,

Photos of the ID card (front and back), and a household electricity bill as proof of address.

I also contacted the casino’s support team and was informed that there would be a delay in the verification process. However, as shown in the screenshot that will be provided, the casino clearly states that verification should be completed within 24 hours. Therefore, it is unclear why there is such a delay, especially when all requested documents have been properly submitted.

This situation appears unfair, as I have fully complied with all verification requirements and yet continue to experience an unexplained delay.

Additionally, I will upload all the submitted documents again here (except for their ID card, for obvious privacy reasons).

The ID card shown in the selfie has also been blurred for the same privacy reasons.