Two withdrawals in question. First one Feb 15th for $850 and second Feb 18th for $900.
Initially withdrawals went from taking not even 24 hours to be processed and 48 hours max into account to now taking 3-4 days to even be processed and have now been waiting 7 days (and counting) for the $850 to show up in my account. Queried this several times now with chat to which I have been given the run around of several different generic excuses as to what the issue is. This varies from it's my banks fault (to which I have checked multiple times and it's not), to change of policy (I have not received any notification of this as per standard practice) which is then contradicted by other staff, to the relevant team are looking into it then not hearing anything back. This is usually followed by staff being extremely rude and kicking me off the system when I ask for further details as to why all of a sudden things have changed and procedures are taking far longer than I've ever experienced prior.
Their policies state that processing times become faster when VIP level increases but with more deposits and game play, vip level in the last couple of months has gone backwards which makes no sense when literally hundreds of thousands of dollars have been wagered through my gaming account. Alongside processing times becoming far slower and what seems to be withdrawals themselves just disappear.
The second withdrawal in question I waited 4 days to be processed and had to use chat several times due to staff being unwilling to give relevant answers. I didn't manage to get all the transcripts due to staff kicking me off the system.
Up until a couple of weeks ago I was super impressed with this casino but they have done a complete 180 and now operate at a disappointing level lacking in customer service and breaching their own policies.
