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Withdrawal / Bonus Experience Review

I had issues with both withdrawals and a later account balance adjustment following a bonus promotion.

Initially, I attempted to withdraw around $8,600, but the withdrawal kept being delayed or failing. Support advised me multiple times that there was a technical issue and that I needed to wait for processing or system updates. This continued over a period of time without a clear resolution.

During this period, my account balance increased further through gameplay to around $11,000.

After activating a $5 promotional bonus, my balance was later adjusted under bonus terms and reduced to $823.40 as the final withdrawable amount.

I contacted support multiple times regarding both the withdrawal delays and the balance adjustment. I was told the changes were due to bonus rules, wagering requirements, and withdrawal caps linked to the promotion. I was also advised to review my transaction and session history through the platform.

The main issue for me was the lack of clarity around:

the repeated withdrawal delays prior to the bonus issue

how my balance was classified after activating the bonus

and how funds were separated between real money and bonus funds during gameplay

Based on my experience, I strongly recommend users carefully read and fully understand bonus terms before activating promotions, as well as being aware that bonuses can significantly affect withdrawal eligibility and account balances.

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Dear Boss1234567,

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,
Complaints Resolution Center

Dear Boss1234567,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Boss1234567,

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,
Karla
Casino.Guru