I have a number of withdrawals with this casino, all of them using cryptocurrency, that are delayed.
The total amount in dispute is €747.
The terms and conditions in the website state that withdrawals up to €1000 will be approved and processed within 5 business days. I made a withdrawal request on November 13th, then on the 15th, my withdrawals changed to the status "in progress", meaning it had been approved.
When I enquired I was then shocked to be told by the casino that I would have to wait a FURTHER 5 business days for the "external payment provider" to process my withdrawals. There is nowhere in the terms and conditions in which it's stated that payments are done by an external provider, and there is nowhere in the terms and conditions in which it's stated that there's a FURTHER 5 business day waiting period. My withdrawals changed to the "in progress" phase on November 15 at 13:01 (I can see the time the status changed on my payment history) so I waited like a fool until 13:01 yesterday and lo and behold I was told to wait further until the day was over. I even asked for a guarantee that the withdrawals would be done by the end of the day but there was no guarantee given. What absolutely angers me is that the casino never mentioned this further 5 business day period for the processing of withdrawals (worse, this is crypto and not a bank withdrawal) in the terms and conditions. The agents were just saying things without anything to back it up. As predicted, the day ended and I still didn't get my funds. So I enquired again and the agent said I'd get feedback in 2-3 hours. I then came back six hours later (because I fell asleep) and the agent was absolutely useless. They couldn't tell me why my withdrawal had not been processed in the allotted time, and when it would be processed. It was the most useless chat of my life and screenshots are attached along with screenshots of other chats.
There is one final point that is important to mention: when the casino agents say that the casino can't affect a withdrawal when it's in the "in progress" stage they are lying, because you can still ask them to cancel that withdrawal though it is apparently being processed by an "external payment provider". I once did this when a withdrawal had been "in progress" for days and I really wanted to bet. Furthermore, before the 5 business day period elapsed, the agents assured me that if it elapsed then they would send a notification to the provider about my withdrawal but now the agent actually said they don't know who the external provider is, and said they don't know when it will be done. Furthermore, this very same agent offered to cancel my withdrawals, showing to me that this is just predatory behavior by this casino, as can be seen in the screenshots of the chats. I just want my withdrawals so I can move on. I am fully verified, and I have previously withdrawn from this casino. As stated earlier, the money in dispute is €747.
