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Requested a withdrawal off a deposit bonus via Wire Transfer of $800 was at first denied, then received an email stating they required my bank statement, sent it, then received confirmation my withdrawal was approved at $670 minus a $12.50 fee, queried the discrepancies in amounts and was told that was th bonus amount, that's fine. Was told payment had been sent to payments on 20.05 and was told it could be up to ten days, yesterday was the 10th day. During these 10 days I emailed regularly only to receive several exact same emails, stating when my payment was sent and that it would take 7-10 business days. On some days like the 8th Arthur responded that we are only on the 8th business day. I issued a formal complaint and now I've received a new automated email stating they have had delays with payments due to so many people cashing out their winnings and it's going to go out with the first next batch of withdrawals however I had already been told it had been approved and that the funds should arrive by yesterday and that it's on its way. Arthur doesn't have a time frame for this little discrepancy but I see others have been given the same line.

Dear VampiArz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• When was the last time you were in contact with casino support?
• Could you please share with me your most recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas

Thank you for responding I will forward all transcripts and screenshots to your email.

I'm not 100% sure what KYC verification. The casino have been responsive, albeit contradictory with their answers and explanations, the latest communication Arthur stated there has been a delay sending funds due to the amount of players attempting withdrawal at the same time and I will be "first in the next batch" of withdrawals, however up until this morning my withdrawal was processing and I could expect the funds within 7-10 days.

Thank you

Dear VampiArz, Thank you very much for the update.

Has your withdrawal been processed yet since your last post?

Please let me know.

Hi Tomas

Nope as of this evening I have still yet to receive payment.  

I have had two email replies from new Customer Care reps and Payment Support personnel stating that everything has all been processed on their end and they "assured" me id receive the funds soon....

Is there anything I can do from this end?

Thank you for following up.

Thanks for your reply.

If the issue persists, please forward your recent interaction with support regarding the payout delay to support your complaint.

Forward the communication to my email at [email protected]

Dear VampiArz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru