I'm posting this as I start feeling that I'm out of solutions, that no one is really hearing my concern and I'm about to get scammed.
All this story started back to September 1st, 2021 when I deposited 1k CAD (no bonus). I won a total of 10,140 CAD and I requested a withdrawal via bank transfer.
September 2nd, 2021:
- I got an email confirming that my payment was approved and staying that it should take from 2h up to 5 business days.
- I got an e-mail for identity audit (note my account was already verified since last year and I play on monthly basis and it's not an inactive account).
September 9, 2021:
- I reached out during the morning via live chat, they said to wait until the end of the day.
- I reached out at the end of the day and they said, they investigated and it seems that the provider didn't send the payment only until September 8, 2021 and I have to wait until September 15, 2021.
- I reached out the VIP program via e-mail as they told me to reach out if I have any concern, today we're September 16, 2021 and I still didn't get any answer.
September 14, 2021:
- I start losing my patience as it has been 2 weeks that I'm waiting. I reached out via live chat, they asked me to send my bank statement to see that I didn't receive any payment... They said that they will get back to me in 24 hours with a final answer.
September 15, 2021:
I reached out via Live chat, the agent is unable to provide any status beside they're still investigating and they don't know when they're going to get back to me.
Today, September 16, 2021:
Nothing came into my bank account and I'm feeling scammed and really upset.. Deposit take few minutes however this withdrawal is taking over the double of the original delay provided and still I didn't get any clear answer about ETA. The last live chat told me to be patient as they already escalated the concern with the provider, basically they're putting the blame on the provider that they're doing business with, they're taking no responsibility and I have to deal with it.
I followed up with the VIP service as well, no response.