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Hello, 22:40:06 on 22-01-2023 I made a request to withdraw funds to bitcoin.

This casino says that the withdrawal takes up to 48 hours, but I still have not received the money.

Account verified.

I get answers like this all the time:

"We understand and we are sorry for the delay. It takes up to 48 hours for our financial department to approve of your withdrawal and then it is up to Softgamings and the anti money laundering policy, that is why it may take longer for it to be approved by all sides in the process"

"The information I want to share with you is that coingames.bet approved your withdrawal request, part of the process is that our provider has to release that withdrawal which can be any time from the moment when we approve it.

The important thing is that your funds are safe, and are heading your direction. Meaning that, you are going to receive your funds of course."

"Hi Darya,

your withdrawal is approved from our end, we are waiting our provider to release it. Dont worry, your money is safe, and sorry for the delay, when we launch our decentraliezed version, things wiil be much faster.

Regards, Nikola"

And this is the first time I've encountered this. And what about their provider? Why is their provider delaying payments? And here is the anti-money laundering, why is it not written anywhere how long it can take and it seems to me that $ 200 is not the amount for this?

Здравствуйте, 22:40:06 22-01-2023 я сделала запрос на вывод средств на биткоин.

Это казино пишет, что вывод средств длится до 48 часов, но я до сих пор не получила деньги.

Аккаунт верифицирован.

Мне постоянно отвечают что-то в этом роде:

"We understand and we are sorry for the delay. It takes up to 48 hours for our financial department to approve of your withdrawal and then it is up to Softgamings and the anti money laundering policy, that is why it may take longer for it to be approved by all sides in the process"

"The information I want to share with you is that coingames.bet approved your withdrawal request, part of the process is that our provider has to release that withdrawal which can be any time from the moment when we approve it.

The important thing is that your funds are safe, and are heading your direction. Meaning that, you are going to receive your funds of course."

"Hi Darya,

your withdrawal is approved from our end, we are waiting our provider to release it. Dont worry, your money is safe, and sorry for the delay, when we launch our decentraliezed version, things wiil be much faster.

Regards, Nikola"

И я впервые с таким сталкиваюсь. Причем тут их провайдер? Почему их провайдер задерживает выплаты? Причем тут анти отмывание денег, почему нигде не написано сколько это может занять времени и мне кажется, что 200 долларов это не та сумма для подобного?

Dear pozndarya,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Issue resolved, thanks

Вопрос решен, спасибо

Dear pozndarya,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru