N1 – Withdrawal obstacle
Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.
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I was very impressed with your casino but my recent experience has been terrible.
I wanted to make a withdrawal so I verified my identity with lots of documents. They sat uploaded with no status just the orange symbol. After a couple of days I contacted live chat. They informed me that a picture of my payment card was required. This was not stated as required evidence on your upload section, and I had an Internet banking screenshot for the same account. Anyway I uploaded that straightaway, and the agent said "great we will now process your withdrawal no problem" but guess what..... Over night I have an email "your withdrawal is now cancelled, contact live chat to find out why" The live chat person as saved on the transcript, eventually said it was a technical error?? No apology, no offer of speeding up the process or referring it to another department.
This whole process is either horrendous customer service, or an attempt at stopping players from making genuine withdrawals or keeping the status as pending for as long as possible for potential cancellation by the player.
Can you please look into this matter and confirm why the withdrawal was cancelled, when the rerequest will be processed, and your judgement on the wait for unprocessed withdrawal status against industry standards and regulations
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