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I deposited 25euros and won in 5lions 2 slot winning was in multiple spins.I made the withdrawal request for the winnings amount of 4100 euros at 1:58am on 5april it's been more than 24hrs my withdrawal request is still showing pending.the VIP manager is saying he doesn't have any information ,we are making the manual check which takes time while the casino claims the withdrawals are processed within 24hrs

Dear Suhaib,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear nick

My account is fully verified and I played with the real money.

It's a breach of trust when the platform claims withdrawals are processed within 24hrs to 48hrs.

I understand there can be internal verification but in this digital era it shouldn't take this long.

My VIP manager just keeps replying saying it will be processed soon.

I keep asking them if any verification is need from my end.

But there answer is same that it will be processed soon

Dear nick

Receiving money in bank account is secondary thing.

Here the casino is not accepting my withdrawal request from last 4days without giving any reason.

Dear nick

I received the payment in mifinity e wallet as bank transfer was being rejected by the casino

So they gave me this option

I am unable to withdraw money from mifinity

I am getting error as cumulative withdrawal Limit

My account is fully verified

Dear Suhaib,

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 Suhaib,

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,
Nick
Casino.Guru