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Dear Isas1234,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Hi, thank you for taking up my matter.

I fully understand that it can take time, and respect this. On the other hand, I'm doubtful as I've never had a problem with withdrawals before, and last made a withdrawal on October 21st that was processed quickly. It is when I won a larger sum that there were immediate delays with my withdrawal.

I am verified and have used my own money, no bonuses.

then I'll wait and update here.

with kind regards.

Hej, tack för att ni tog upp mitt ärende.

jag har full förståelse för att det kan ta tid, och respekterar detta. Å andra sidan är jag tveksam då jag aldrig haft problem med uttag tidigare, och gjorde senast ett uttag den 21 oktober som behandlades snabbt. Det är när jag vann en större summa som det genast uppstod förseningar med mitt uttag.

Jag är verifierad och har använt mina egna pengar, inga bonusar.

då avvaktar jag och uppdaterar här.

med vänlig hälsning.

Thank you for your reply, Isas1234. I understand your point, but I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

An update, two of my withdrawals have now changed status to "in progress" and the other to "successful". A total of SEK 8,000. I am very hopeful to dare to believe that I will get my winnings even though it has taken time…

I will send another update when these reach my bank account. However, I want to keep the matter open until I receive the withdrawal of SEK 1,500 which is delayed and which has not yet been handled since October 24.

Thanks once again.

Please,

En uppdatering, två av mina uttag har nu ändrat status till "pågår" och den andra till "lyckad". Totalt 8000 kr. Jag är väldigt hoppfull att vågar tro att jag kommer att få mina vinster trots att det har tagit tid…

Jag kommer skicka ytterligare en uppdatering när dessa når mitt bankkonto. Jag vill dock hålla ärendet uppe tills jag får det uttaget på 1500kr som är försenat och som ännu inte blivit hanterat sedan 24 oktober.

Tack ännu en gång.

Vänligen,

Update: Resolved

As of today, the withdrawal request of 1500 SEK has changed status to successful! 👍🏼 the money hasn't reached my bank account yet, but I’m confident that it will. 

Thank you.

Thank you very much for the update. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Isas1234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.