We are very sorry that you have faced with the obstacle while withdrawing the winnings. We understand that each player expects to receive the funds as quickly as possible, which we, for our part, always try to do.
We would like to clarify the current situation.
As it was mentioned, the withdrawal request was confirmed on 05.12.2020. The player informed us that he had not received the funds, so we provided him with the ARN of transaction and requested for a bank statement to make sure that he did not receive the funds.
Unfortunately, as it turned out, attempts to find a transaction in the player's bank are paid and do not guarantee that the transaction will be found.
We do our very best to process withdrawals as fast as we possibly, but sometimes there could be a situation that does not only depend on us. However, we had immediately contacted with the payment provider after you informed us about the issue.
Due to involvement of third parties namely payment to provider which process the transaction, we cannot directly influence the rapidness of the resolving of the issue.
We totally understand the player’s worries and are deeply sorry that he has not received the funds. Unfortunately, we cannot guarantee a quick solution of the situation, but we promise to do our best to help.
Our team is very grateful for your patience and sincerely believe that you accept our apologies.
As soon as we receive the reply from the payment provider we will inform you.